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Call Centre Representatives

3 months ago

Redditch, United Kingdom Halfords Full time

 

Are you great with customers? Love Problem solving? 

Your knack with customers and boundless enthusiasm resolving customers queries is what will lead you to success in this role.  Ideally, you’ll already have some experience of customer service, whether it's in a call centre or in retail stores. Either way, we have training in place to get you the skills you need – you’ll be delivering market-leading standards of service, after all

Due to our continued expansion, we are now looking to recruit Full-Time Call Centre Representatives. 

Delivering a fantastic customer experience, our customers come back for, you'll demonstrate a high standard of customer service and professionalism at all times, aiming to resolve issues at the first point of contact.

You'll focus on striving to continuously improve our service levels to the business by handling queries and complaints in an effective manner, problem solving and finding a suitable solution whilst creating a positive working environment for all team members.

Duties to include:

  • Answer incoming contacts - emails, letters, calls, live chat and social media within agreed timescales
  • Provide a high standard of customer service, ensuring that a courteous and calm manner is used at all times
  • Effectively and proactively manage customer complaints and escalations in the most appropriate way to present a confident and professional approach
  • Support our outsource partners by using your expert knowledge to take ownership of more complex cases and provide a satisfactory resolution for our customer.
  • Process and manage administrative duties of the department including customer cancellations and refunds as required
  • Maximise customer interaction to promote our products, service and increase sales
  • Work closely with all internal departments to identify and fix issues

What we are looking for: 

  • Excellent customer and communication skills
  • Experience of dealing with difficult situations whilst remaining professional, tactful and calm
  • Comfortable communicating with all levels of colleagues
  • Experience of problem solving and complaint handling
  • Excellent telephone manner with previous experience of handling high volumes of calls
  • Organised with strong time management skills
  • Ability to capture data accurately and within guidelines
  • Previous experience of working to targets and SLA’s (desirable) 
  • Previous complaint handling experience (desirable) 
  • Displays a positive and confident personality in everything you do
  • Good knowledge of Microsoft programmes to include Outlook, Word and Excel

What's in it for you:

You’ll enjoy a salary of up to £22,308 (based on location and experience) plus a performance bonus, 25% colleague discount and access to a wide range of discounts on everyday goods, financial products and services, as well as being able to access our industry leading training to take your career to the next stage.

This is a full-time hybrid role, working on a rota basis to include 2 days in the office each week. Shifts are no more than 1 in 3 weekends, and including early, mid and late shift patterns (until 8pm)