Contact Centre Service Advisor

Harrods; City of Westminster; On-site; GBP 21,000 - 27,000; Full time

Job summary

Harrods in London is seeking a Customer Service Advisor for the Contact Centre. You will be personable and empathetic while listening to customers to handle complex queries and find solutions across email, telephone, livechat, WhatsApp and social media.

You will accurately capture the reasons for contact, work with colleagues to deliver the right solution, and take ownership to resolve queries to a high standard in line with Harrods Values.

Qualifications

• Personable and empathetic approach to customer interactions.
• Strong communication skills across multiple channels.

Responsibilities

• Handle customer queries across email, telephone, livechat, WhatsApp and social media.
• Aim to resolve queries at first contact and minimise follow-ups.
• Capture reasons for contact to help the business identify improvement opportunities.
• Take ownership and resolve queries to a high standard in line with Harrods Values.

Skills

Empathy

Communication

Tools

Email

Live chat

WhatsApp

Telephone

Job description

As a Customer Service Advisor in the Contact Centre, you will be personable and empathetic whilst listening to our customers to handle their complex queries and find solutions. You will support our customers across all communication channels including email, telephone, livechat, WhatsApp and social media, aiming to resolve queries on first contact, minimising future contacts and simplifying processes for the benefit of the customer. In the role, you will accurately capture the reasons for contact to allow the business to understand opportunities to develop, work collaboratively across teams to consistently get the right solution for the customer, and take ownership and resolve queries to a high standard in line with Harrods Values and policies. You will also:

• Achieve agreed KPI targets for quality and productivity.
• Continue to learn and grow by developing skills beyond core activities.
• Seek opportunities to retain customer loyalty and create memorable experiences.