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Customer Service Representative

1 month ago

York, York City, United Kingdom Apetito Limited Full time
Job Description

Overview

This role is a critical part of our business, requiring a Customer Service Advisor to work 22.5 hours over any 3 days in 6. The role involves taking customer orders over the phone or via the internet, as well as making outbound courtesy calls.

The defining characteristics of our Customer Service Advisors are that they're organised and efficient, with a strong focus on empathy, patience, kindness, friendliness, care, and warmth when interacting with customers.

The role requires the ability to work to deadlines, with a numerate and good written English skillset, including GCSE Maths & English standard or equivalent. A full UK Driving Licence is also desirable.

Responsibilities
  • Take telephone / internet orders and make outbound calls to customers and prospects.
  • Support drivers with route planning for the next day's delivery rounds.
  • Ensure each customer is provided with 'exemplary' service on each telephone call or contact.
  • Update customer records and liaise with customer relatives as required.
  • Ensure customers' needs are met, including providing information on how to cook, store, and re-order meals as necessary.
  • Prepare promotional literature as required and communicate details of new products or promotions to customers.
  • Search for and provide new business opportunities.
  • Share best practices with colleagues to continuously improve our service proposition.
  • Take an active interest in the products we sell and promote the benefits of WFF healthy and nutritious meals to all customers.
Qualifications/Personal Qualities
  • Experience of a customer service role.
  • Confident using a Personal computer to manage and process orders.
  • Confident telephone manner.
  • Able to pay attention to detail and be accurate in your work.
  • Numerate and good written English; GCSE Maths & English standard or equivalent.
  • Able to work to deadlines.
Personal Qualities
  • Focused on excellent customer service with a caring and empathic nature.
  • Demonstrate a real interest in people and be able to communicate effectively with members of the public and their families.
  • A good listener, able to treat every customer as an individual.
  • Have a very clear telephone voice, able to adapt style to meet the needs of every customer.
  • Ability to communicate and relate to people at all levels.
  • Ability to work under own initiative, plan own day, manage own time.
  • Act as a link for drivers and customers if any problems arise during a delivery round.
  • Be able to learn our in-house computer systems, manage the taking of orders, round sequencing, and database management for prospects, current, or lapsed customers.
  • Enjoy working as a team member and be passionate about promoting the WFF product range and service proposition.
  • Flexible approach to work content and willingness to help with other areas of the business as and when the occasion arises.
Company Benefits
  • Competitive salary - accredited Living Wage employer.
  • 33 days holiday per year, including bank holidays (which are considered a normal working day).
  • Option to purchase up to 5 additional days holiday per year.
  • Discretionary annual bonus scheme.
  • Pension scheme - employer matched contributions up to 4%.
  • Life assurance scheme worth at least 1x annual salary.
  • Free turkey or voucher at Christmas.
  • apetito perks scheme including salary sacrifice options and re