Customer Service Agent - Birmingham, United Kingdom - Connect Distribution Services Limited

Connect Distribution Services Limited
Connect Distribution Services Limited
Verified Company
Birmingham, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job Title:
Customer Service Agent - Consumer Team
Join a company with a great company culture with the following:

  • Starting salary of £20,660 OTE (including bonus with the opportunity to increase earnings with training and experience)
  • which will rise along with the NMW increases up to £21,660 OTE at specialist agent level
  • Hybrid working (once training is complete)
  • Free parking
  • 31 days annual leave (including bank holidays)
  • Pension scheme
  • Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox
  • Staff discounts on all products

Job Type:

  • Full-time

Working Hours:
Hybrid working and flexibility with working times between:08:00 - 18:00 Monday - Friday
Weekends are on a rota basis.
09:00 - 16:00 - Saturday and 11:00 - 15:00 Sunday
Office location - Pinewood Business Park - Birmingham, B37 7GH
We have an exciting opportunity for a Customer Service Advisor to join us.

The main objective of the role is to provide first class service though verbal, written and digital communication to customers, creating a "right first time" culture throughout the customer journey when dealing with orders, enquiries, parts, returns, cases and delivery queries.

As Customer Service Agent the role will involve:

  • Achieve all KPI's and business targets, including Conversion, AHT, contacts per hour, Quality, digital SLA's and upselling
  • Log all cases accurately onto the system, updating notes and other associated systems
  • Take ownership to reach a suitable resolution for all queries/concerns
  • Liaise with customers, clients and stores directly to resolve customer cases
  • Place orders for customer parts, ensure right parts are ordered by checking on manufacturers websites
  • Upsell by offering current promotions and offers or offering alternative parts
  • Convert nonsales into sales and support website sales/queries
  • Deal with difficult customers and resolve escalations. Raise with management when required
  • Send refunds for damaged parts and reorder replacements when required
  • Support other Customer Service teams as and when required

As Customer Service Agent, It's important you have:

  • Previous Customer Service experience
  • Previous experience of working to targets
  • Experience of working with computer systems
  • Excellent communication skills (verbal and written)
  • PC literate

The personal qualities we're looking for are:

  • Team Player
  • Attention to detail
  • Customer focussed
  • Strong work ethic
  • Desire to succeed
  • Honest and Reliable
  • Able to take accountability
  • Passionate and empathetic

We would be _really_ excited if you have:

  • Previous experience within a busy contact centre
  • Experience of working to call targets
  • Knowledge of contact centre technology
  • A strong work ethic and desire to succeed

About Us

Here at CDSL, our aim is to be the first choice for home appliance after sales service, spare parts and accessories.

With over fifty years of experience, we are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including Whirlpool, Hotpoint, Hoover and Bosch to name a few


Salary:
Up to £20,660.00 per year
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