Customer Support Advisor Thurs- Sunday 20 hours Thur & Fri 1000am-300pm, Sat & Sun any 5 hours

Recruiter
Halfords
Location
Holberrow Green
Salary
£8,985 per annum
Posted
01 Sep 2017
Closes
19 Sep 2017
Contract Type
Full Time

Working as part of the Customer Contact Centre, looking after the needs of the customers, shops, suppliers and all associated functions, to deliver a satisfactory outcome.

Reporting to a Team Manager, reporting to the Customer Service Manager. Contact Centre with 68 colleagues including Management. 460 shops, Halfords.com, Halfords.ie, Halfords Autocentres & Cycle Republic

KEY RESPONSIBILITIES

  • To be the first point of contact for Halfords remaining professional at all times, showing empathy and providing the highest level of service to our customers
  • To deal with all daily enquiries and/or concerns generated by customers & shops through phone contact, e-mail, white mail, live chat, shop portal or social media
  • Build rapport with our customers through spending time with them, identifying their needs and engaging with them in such a way that they will want to use Halfords in the future. Suggest a variety of solutions in order to provide the customer with options.
  • Provide a professional and timely response/resolve to customer concerns and enquiries
  • To ensure communication across all channels is of the highest quality in line with the standards laid down by the L&D team
  • To ensure calls are answered within the agreed SLA’s
  • To actively seek to respond/resolve all enquiries & concerns within the set SLA’s
  • To ensure that all customer contact is logged, as appropriate on the system
  • To update the system with additional customer contact and log/conclude any enquiries/concerns in real time
  • To liaise with key Support Centre teams, suppliers and legal sources to further investigations if necessary to resolve a concern or claim
  • To ensure customer contact, if escalated is directed to the correct Customer Support Team Manager and/or department in line with the escalation policy
  • Actively use customer concerns to convert customers to promoters and use every opportunity to ‘rescue’ sales where necessary
  • To primarily support the Customer Support Team Manager but also undertake such other duties appropriate to the post that may be required
  • Have a basic understanding of current Consumer Legislation
  • Display our exceptional behaviours of ‘with fun, with a smile, with confidence & with togetherness’