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Customer service

Job Description

Job Description

Main Scope: To deal with inbound and outbound consumer calls in relation to a Home Delivery order. To take full ownership of each case and work at the highest standards in order to ensure delivery 'right first time' and customer satisfaction is achieved in a timely manner.

Key Activities:

  • Take inbound/outbound consumer calls

  • Carry out call handling activities required to manage a Home Delivery order, in accordance with the company policies and procedures

  • Be proactive and efficient to aid resolutions required

  • Deal with issues proactively and take full ownership of each case in order to resolve the first time where possible

  • Have the ability and confidence to liaise with depots and their staff for reference and investigation of each case

Candidate Description

  • Have the ability to be flexible in your work area according to business requirements, such as backfilling for other areas within the department Knowledge & Skills

  • Knowledge of the Company, its brands, and its key functions

  • Understanding of our brands with an application of the importance of customer loyalty

  • Understanding of key service functions and internal relations

  • An awareness of the need to provide good, but efficient service to the customers. A focus on productivity along with quality

  • Knowledge of contact centre systems and processes

  • Excellent listening skills with the ability to empathise and relay complex information in a clear and concise manor

  • Be a good problem solver with the ability to use this skill when dealing with each case

  • A team player with a friendly and positive attitude and approach, with a genuine interest in customer service

  • Excellent communication skills: verbal

  • Good people skills and the ability to use common sense and tact to diffuse situations ensuring customer satisfaction

  • Pro-Actively wanting to help people and driven my self-motivation

  • Committed to delivery of an exceptional level of customer service

Application Description

To speak to a recruitment expert please contact Cristina Berindei

Employer Description

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.