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Customer Service Representative

4 weeks ago

Colwyn Bay, Conwy, United Kingdom Sonova Full time

Contact Centre Agent Role Overview

This role is based in our Support Office in Llandudno, North Wales. As a Contact Centre Agent, you will be responsible for handling customer inquiries, resolving issues, and providing exceptional service.

Main Responsibilities:

  • Answer incoming calls, emails, and Live Chat communications from customers with a quality-focused and polite manner.
  • Contact customers to reschedule appointments due to unforeseen store closures.
  • Conduct daily targeted and prioritized outbound calls to maximize the potential of store schedulers.
  • Maximize the selling and upselling of sundry items while highlighting product promotions.
  • Handle customer dissatisfaction with empathy and professionalism, escalating when necessary.
  • Support customers with product and service queries, adhering to SLAs on response and repair times.

Requirements:

  • Excellent telephone and written communication skills.
  • Experience working within a customer service environment.
  • Initiative and a willingness to assist at all times.
  • Flexible approach and a good team player.

Benefits:

  • Competitive salary.
  • Access to the Support Colleague Bonus Scheme (up to 18% of salary).
  • Boots discount card.
  • Discounted flu vaccine at Boots Pharmacies.
  • Pension scheme.
  • Life assurance cover.
  • Long service awards.
  • Annual leave entitlement starting at 25 days rising with length of service increments to a maximum of 30 days plus bank holidays.
  • Retirement awards.
  • Blended home working (after successful probationary period).

This is a part-time role working up to 20 hours per week. Successful applicants will be subject to a satisfactory DBS check.