Overview of the role

Ensure a seamless customer journey by offering a hassle free, consistent, inspiring and rewarding customer experience with great quality for all non-face-to-face contacts. This includes in particular:

Build and retain a long lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth

What you will do

PERFORMANCE MANAGEMENT

• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording
• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received
• Follow department action plans to ensure an improved customer experience and a constant approach
• Work towards achieving first call resolution by finding and offering a solution to the customer
• Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer
• The transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back through the driver’s tablet

PEOPLE

• Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved

HEALTH AND SAFETY

• Follow all guidelines and SOP’s set out by the health and safety department to ensure a safe working environment
• Report any risks hazards and unusual activity to your senior or manager immediately 

COST CONTROL

• Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency

BUSINESS PLANNING

• Follow the department business plans and action plans as agreed by the department management team

Skills

Required skills to be successful

• Analytical Skills
• Effective Communication
• Interpersonal Skills
• Strong people and time management skills,

What equips you for the role

• 2-3 years experience in a similar role
• Call centre experience working with Genesys/CRM systems is an advantage
• Retail background