Customer Service Advisor

HMV; Olton; On-site; GBP 18,000 - 21,000; Full time

Job summary

HMV is seeking a Customer Service Advisor to join the Solihull head office on a fixed term basis over the seasonal period. You will be the first point of contact for hmv and fopp customers, handling enquiries and complaints across social media, live chat, phone and email.

The role requires excellent communication, a calm and patient manner, and the ability to work under pressure with a flexible, methodical approach. Shifts run 8am–7pm, five days in seven, including weekends.

Qualifications

• Customer service experience in a fast paced, customer facing role or head office environment is essential.
• Strong communication skills, both written and verbal, are a prerequisite for this role.
• Ability to work under pressure without compromising quality of work.
• Be flexible and adaptable with a methodical approach to work and problem solving.
• Must possess a positive 'can do' attitude and approach to work.

Responsibilities

• Be the first point of contact for hmv and fopp customers and respond to enquiries and complaints via all channels (social media, live chat, phones, emails).
• Investigate and respond to enquiries and complaints, ensuring effective resolutions at first contact where possible.
• Provide a high standard of customer service at all times with a courteous, calm and patient manner.
• Prioritise workload to ensure all contacts are answered in a timely fashion.
• Ensure that correct procedures and policies are observed and outgoing correspondence is accurate and error free.
• Maintain a high knowledge of Policies and Terms and Conditions.

Skills

Customer service

Communication skills

Telephone etiquette

Problem solving

Attention to detail

Job description

Customer Service Advisor - Website - West Midlands - 36.25 hrs

Let's be honest, customer service is so much more than just dealing with complaints! The majority of the work we do is about connecting with people and sharing our passion for the products we sell, along with using our investigation and diagnostic skills to solve their problems - could you help?

We have a fantastic opportunity for a Customer Service Advisor to join the team, based in the Solihull office, on a fixed term basis over the seasonal period. The role includes a wide range of varied responsibilities, including offering our customers support with their in store purchases, online orders and live event enquiries.

main duties and responsibilities:

• Be the first point of contact for hmv and fopp customers and use your proven customer service skills to efficiently respond to enquiries and complaints via all channels, such as social media, live chat, phones and emails
• Investigate and respond to enquiries and complaints, ensuring that effective resolutions are implemented at the first point of contact, where possible
• Provide a high standard of customer service at all times, ensuring a consistently courteous, calm and patient manner
• Prioritise workload to ensure all contacts are answered in a timely fashion
• Ensure that correct procedures and policies are observed and that all outgoing correspondence is accurate and error free
• Maintain a high knowledge of Policies and Terms and Conditions

Please note that this role will be based in a head office environment and not a store

• Strong communication skills, both written and verbal, are a prerequisite for this role.
• Customer service experience in a fast paced, customer facing role or head office environment is essential
• Excellent telephone manner
• Be able to work under pressure without the quality of work being compromised
• Be flexible and adaptable with a methodical approach to work and problem solving
• The ability to work on your own initiative and independently of a team
• Must possess a positive 'can do' attitude and approach to work
• Strong attention to detail
• Good understanding of HMV policies and procedures

HMV

36.25 hrs

Fixed Term, Full Time

You will work variable shifts between 8am and 7pm, 5 days in 7 and will include weekend working