Contact Centre - Advisor
JOIN OUR CONTACT CENTRE
The calls our advisors take are as varied as can be - technical questions, item exchanges, delivery questions or calls from customers who simply like to 'speak to a human being’ and place orders the 'old-fashioned’ way’. Whatever the reason, the service we offer every single person that calls us is of the highest standard. This is because we engage with people - whether they’re an existing, new or potential customer - and ensure that we not only meet their individual needs but also do our utmost to exceed their expectations every single time we take a call.
You'll be having a conversation with our customers, finding out what they want and recommending them tools to suit their needs (don't worry, full guidance and training is provided!). You'll enjoy speaking to people, bringing fun into the conversation and giving them a reason to come back. As well as providing a high level of customer service to ensure our customers are happy at all time.
We are currently recruiting for a Full Time Contact Centre Advisor at our head office in Harlow, Essex.
Job duties & responsibilities
- To maximise sales opportunities when appropriate by offering link sales, additional product or highlighting promotional items.
- To maintain a high level of product knowledge to be able to offer advice and recommendations by attending Product Training sessions and through continual learning.
- To ensure that all customers receive a high standard of customer service and all enquiries and queries are managed efficiently with the aim of achieving a satisfactory conclusion
- To engage with our customers on digital platforms, responding to queries and building relationships.
- To efficiently complete all administrative activities, ensuring accuracy, speed and knowledge.
- To effectively complete incoming customer returns and liaise with suppliers for the booking and chasing of customer repairs.
Necessary Skills & Attributes
- Must have a customer-orientated attitude and be confident, motivated and be able to use initiative.
- An excellent telephone manner and professional e-mail correspondence is required.
- A high level of computer literacy.
- Must have a pleasant, helpful and optimistic attitude.
- Experience within a Contact Centre/Retail environment would be a plus but is not essential
- Knowledge of Power/Hand Tools would be a plus but is not essential
Salary:
Starting at £10.25 per hour, rising up to £12.25 per hour with experience and progression
Hours:
Our opening hours are 07.45 - 20.00 Monday to Friday and 07.45 - 17.00 on Saturdays. Full-Time you will be working 5 days in 6, 8.25 hours per day (with an hour lunch).
Benefits
- Competitive Salary
- Staff Discount
- Excellent Training and Development
- Excellent Internal Advancement Opportunities
JOB ROLE
Power Tool Accessories - Buyer
- Creation and maintenance of the buying matrices for your category.
- Research new brands/products and negotiate the best prices, promotions and rebate packages to maintain a competitive position in the market.
- To attend trade shows and conferences both in the UK and abroad, actively taking the lead in supplier meetings as required.
- Ensure all margin targets are achieved for your category.
- To be responsible for placing, forecasting and scheduling purchase orders.
- Consider stock holdings, sales and promotions, capacity and lead times.
- To maximising product performance using necessary reporting methods.