Customer Service Agent - Days

JDSports; Rochdale; Presencial; GBP 21 000 - 27 000; Tempo integral

Resumo da oferta

JD plc is seeking a Customer Service Agent for a full-time role at Kingsway. The position involves handling inbound customer contacts via phone, email, social media, and live chat to resolve queries, taking orders by phone, and providing product and delivery information.

You will support a 24/7 operation, with a rotating shift pattern across 5 days out of 7. Role requirements include customer service experience, calmness under pressure, strong communication, and initiative.

Qualificações

• Previous experience in a customer service role is desirable.
• Ability to remain calm and focused when dealing with challenging situations.
• Flexible approach to cover a 24/7 operation and work as part of a team.

Responsabilidades

• Represent the JD plc brand across multiple channels and resolve customer queries.
• Handle inbound contacts by phone, email, social media and live chat to resolve issues.
• Take orders by phone and set clear delivery expectations for telesales orders.
• Provide technical assistance to customers placing orders online.
• Assist customers with product questions to aid informed purchases.
• Communicate information about products and services to customers.
• Manage written correspondence and perform general administrative duties.
• Record reasons for customer contacts accurately.
• Encourage customer feedback and suggest improvements to the line manager.

Conhecimentos

Customer service

Calm under pressure

Initiative

Confidentiality

Adaptability

Communication

Teamwork

Problem solving

PC skills

Descrição da oferta de emprego

Job Information

• Job/Role Title: Customer Service Agent
• Reporting to: Customer Service Team Manager
• Location: Kingsway

Schedule

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.