Customer Service Agent - Days

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