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Customer Service Representative
2 months ago
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Advisor. As a key member of our Contact Centre, you will be responsible for delivering exceptional customer service and ensuring that our customers receive a world-class experience.
Key Responsibilities- Customer Service Enquiries: Respond to customer service enquiries through voice and non-voice contacts, providing timely and effective solutions to customer issues.
- Customer Experience: Exceed customer expectations by delivering a best-in-class customer experience, ensuring that customers feel valued and supported.
- Accountability: Take ownership of making key customer service decisions to resolve issues, balancing customer and business needs.
- Coaching and Development: Coach customers to help them understand how to shop with us, including online and through our Screwfix app.
- Performance Metrics: Deliver against key performance indicators, maximizing relevant sales opportunities and providing accurate customer insight to drive continuous improvement.
- Customer Service Experience: Proven capability to deliver high levels of customer service, with good problem-solving methodology and a passion for delivering exceptional customer experiences.
- Decision Making: Confident and balanced decision maker for customer service scenarios, with a strong understanding of customer needs and business objectives.
- Teamwork: Team player who can work effectively as part of a collective to create a fantastic team environment and work culture.
- Technical Skills: Competent user of Microsoft Office applications, with a strong understanding of customer service software and systems.
- Competitive Salary and Benefits: 28 days' holiday, increasing with each year's service, plus an award-winning pension scheme and other benefits.
- Training and Development: In-house training and development opportunities, with a clear development path to support your career progression.
- Recognition and Rewards: Recognition and loyalty rewards for outstanding performance and contributions to the team.
