Customer Service Representative

4 weeks ago


Sunderland, Sunderland, United Kingdom Ocado Retail Ltd Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Service Advisor to join our award-winning Customer Hub in Sunderland. As a key member of our team, you will be responsible for delivering exceptional customer service across various channels, including telephone, email, and web chat.

Key Responsibilities
  • Provide timely and effective resolution to customer inquiries and issues.
  • Treat customers with empathy and take ownership of finding a resolution to their concerns.
  • Build rapport with customers and manage expectations in line with company procedures and protocols.
  • Proactively communicate with customers to resolve issues related to customer deliveries.
  • Liaise with other departments to resolve customer issues that are outside the scope of the Customer Hub.
  • Achieve individual and contribute to Customer Hub KPIs.
  • Stay up-to-date with Customer Hub processes and procedures.
Requirements
  • Excellent telephone manner and communication skills.
  • Great organisational skills and ability to work well under pressure.
  • Willingness to go the extra mile to help customers and colleagues.
  • Ability to use initiative and prioritise workload.
  • Desire to learn new skills and be a strong team player.
What We Offer

By joining Ocado Retail, you'll have the opportunity to work with an amazing team, grow your skills and career in online retail, and enjoy a range of benefits, including private medical insurance, digital GP appointments, and a recognition reward platform.



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