Temporary Part Time Order Help Line Administrator

Purfleet

Job Details

Location

Head office - Warehouse/ Distribution

Contract Type

Temporary

Working Pattern

Part Time

Salary

11,520.60

Closing Date

30/06/2019 22:00

The Role

This is a temporary vacacny covering maternity leave for 9 months, working 21 hours per week.

 

The purpose of this role is to manage inbound customer contact (primarily telephone and email) to ensure that all simple store issues are administered and resolved, delivering fair outcomes in accordance with regulatory requirements and company standards. Promoting a service focused environment, acting as the voice of the customer.

Main Responsibilities:

  • Liaising with internal stores colleagues to ensure that the service proposition is achieved and customer relations are continually enhanced.
  • Handling inbound contact within all specified SLA timescales, meeting all key performance indicators.
  • Taking responsibility for delivery of accurate and timely customer focused solutions.
  • Ensuring that any complex complaints are identified and passed quickly to your line manager, to ensure a speedy and efficient resolution.
  • Actioning general complaint queries.
  • Compiling and maintaining the necessary records, providing a clear and concise audit trail.
  • Working within and helping to maintain a customer focused team environment which is continually improving and striving to identify process improvements to deliver service excellence.

     Candidates will be effective at:

  • Identifying complex complaint cases.
  • Understanding own and other’s responsibilities within the department.
  • Supporting colleagues by offering unsolicited help.
  • Ensuring proper records are maintained.
  • Working within internal standards and the external regulatory and legislative framework.
  • Acting with integrity and protecting any business sensitive information.

 

 

 

 

 

 

 

Person Specification

Previous experience in a contact centre environment

Excellent written and verbal communication skills

Ability to work under pressure and to be able to show a flexible and adaptable approach

Strong interpersonal and communication skills

Time management skills

Ability to review, organise and prioritise

Working knowledge of Microsoft Office i.e Word/Excel