Job Description
Here, we are at the heart of what we do. Each colleague is a key part of who we are.
We value everyone who works with us and do all we can to create an environment where mutual respect, trust, collaboration and a shared sense of purpose drives all that we do. We strive for our people to feel valued and to have fun at work. We’re looking for people to join the team that want to work for a unique company with lovely, kind and generous people. We have a network of associates that are passionate about the products and people. They contact our Customer Care centre in Cambridgeshire with their product orders and questions. Our Customer Care Administrators provide excellent customer service to the network by building relationships, resolving queries on a wide variety of complex topics and processing orders and changes. Customer Care is the first contact point for our network and the role is to truly represent the values and principles of us as a whole.
Key Responsibilities:
- Answer customer queries and process incoming customer requests via phone and email using the Puzzel ticket management software in line with our policies and service level agreements.
- Process customer orders via various Non Voice channels (Quick Order, Web Order, Fax) using in-house system software in line with our policies and service level agreements.
- Make outgoing phone calls to customers where appropriate in order to achieve a satisfactory resolution.
- Proactively develop relationships where possible, building opportunities with both new and existing customers and ensuring high levels of customer retention at all times.
- Ensure a proactive, flexible and positive approach at all times when handling customer requests.
- Participate in the ongoing development of Customer Care and the wider business, and proactively contribute to personal learning and improvement.
- Keep up to date with processes, and ensure a thorough understanding of, the company’s business structure and product portfolio. There is no requirement to give advice on specific product recommendations.
Key Attributes:
- Passionate about delivering excellent customer service.
- Must be fluent in both oral and written English, Czech.
- Excellent IT skills.
- Knowledge of sales process and ordering systems is desirable but not essential.
- Excellent communication skills with both internal & external customers.
- Able to build good relationships at all levels with a positive and flexible approach.
- Able to solve problems, have initiative, and open to continuous improvement and learning.
- Must be positive, resilient and adaptable to change.
What we offer you:
- Rewarding salary packages Contributory pension scheme of up to 6%
- Opportunity to buy & sell holiday
- Gym membership discounts
- Contributory hospital and health cash plan
- Discounts at leading brands and retailers
- Relocation support package for anyone located 50 miles or more from our main office house
- Cycle2Work scheme
- Eye care vouchers
- Free nutritional and personal care products at work
- Life assurance
- Remote working
Hours and Days:
- C Shift: Monday to Friday, 37.5 hours per week. 09:45 – 18:00 (Occasional Saturdays maybe required)
This role offers a mixture of home and office working, typically 1 day per month will be in the office to collaborate with colleagues at our Cambridgeshire office. Days and requirements may change in line with business needs.
Our customers are from all walks of life as are our colleagues and this is what makes us a different kind of company. We all have a part to play in diversity and inclusion and we welcome everyone to be brave, be kind and be open minded because we believe you - can make a difference. The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.
#INDHP
Job Types: Full-time, Permanent
Salary: £23,500.00 per year
Benefits:
Schedule:
- 10 hour shift
- Monday to Friday
Work Location: In person
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