Customer Service Agent

Job/Role Title:

Customer Service Agent

Reporting to:

Customer Service Team Manager

Location:

Kingsway

This is a full-time position only, working on a rotating shift pattern across 5 days out of 7.

Shift Hours:Monday to Friday: 6:30am - 7:15pm (8-hour shifts scheduled within these operating hours)Weekend shifts: 6:30am - 6:00pm

Weekend Rotation: Team members are required to work 2 weekends in every 4-week cycle, following a rotating pattern:

Week 1: Work full weekend (Saturday & Sunday)

Week 2: Weekend off

Week 3: Work Saturday only

Week 4: Weekend off

A degree of flexibility is required to support operational needs and ensure coverage across the rota.

Role Description

Role purpose and scope:

Positively represent the JD plc brand to our customers through multiple channels, by providing effective and efficient resolution's to customer queries.

Dealing with inbound contact, by various channels including phone, email, social media and live chat; to resolve product related questions, issues or complaints both pre and post order.

Taking orders by phone and setting clear expectations on delivery timescales when processing telesales orders.

Providing technical assistance to customers placing orders on the website.

Provide assistance with product related questions, and helping our customers reach an informed decision on their purchases

Communicating information about the company's products and services.

Dealing with written communication through email and post, as well as general administrative duties.

Accurately recording reasons for customer contacts.

Actively encouraging feedback from customers and providing recommendations for improvement to your line manager.

Constructively explaining processes and procedures when things occasionally don't go to plan.

Person Specification

Previous experience in a customer service role is desirable.

You need to have the ability to remain calm and focussed when dealing with challenging situations.

Ability to work on own initiative and as part of a team.

Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.

Understands the need for confidentiality and compliance with legislation.

Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems so the ability to quickly adapt is a must.

Flexible approach to working, as we need to cover a 24/7 operation.

Can-do attitude, accountable even when something is outside area of responsibility

Ability to provide good judgement, even in pressurised situations

Is a self-starter and self-sufficient

Excellent PC skills

Excellent communicator

Positive manner