Job Description

An opportunity to join a global leading business has become available in one of their crucial teams, Customer Resolutions. This team act as a second point of contact for escalated complaints made by customers who are dissatisfied with their initial service. This role plays a key part in the satisfaction of the businesses thousands’ of customers each day, and has become available to join the team on a temporary on-going basis, covering 37.5hours per week and working on a rota that includes evening and weekend work.

The role will include, but not be exclusive of the following duties:

• Acting as a pivotal point of contact for dissatisfied customers
• Having difficult conversations with customers and stores in relation to complaints and queries
• Logging and updating complaints and customer accounts as per required
• Liaising with stores and managers, external to the Head Office in relation to offering solutions and getting finer details to better enable a response to the customer
• Patiently allow a customer to discuss their concern without interruption, judgement or questioning of feelings
• Putting yourself in the customers position and relating to their circumstances
• Offering good will gestures to customers
• Offering solutions to customers and explaining how things may have occurred initially

Benefits:

• On-site parking

Schedule:

• 8 hour shift
• Weekends

Experience:

• Customer service: 3 years (Preferred)

Education:

• A-Level or equivalent (Preferred)

Work remotely:

• Yes, occasionally

Required Knowledge, Skills, and Abilities

Ability to work collaboratively in a team and be continuously supportive of your peers. Offer a helpful and approachable attitude to colleagues. Be customer focused with a passion to help. Can communicate effectively to each and every customer. A patient and calm nature with the ability to listen. Quick thinking and can offer solutions and suggestions suitable to the customers circumstances. A professional manner at all times. A flexible approach to work. Excellent time keeping record, very punctual and reliable.Solid previous experience as a Customer Service Advisor. Experience of handling complex complaints. Basic computing skills.