Job Profile Senior Manager
JOB PROFILE DEPARTMENT: Pre-SalesPOST TITLE: Customer Care RepresentativeSALARY: ?8.51/hrREPORTS TO: Pre-Sales ManagerHOURS: 40?per week?RESPONSIBLE FOR: N/AThe following information is provided to help applicants understand and appreciate the general work content of their post and the role they are to play at Limitless Digital Group Limited (LDG). The duties and responsibilities highlighted in this Job Profile are indicative and may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, level and scope of the post and the salary has been established on this basis.Key Purpose of Post: The purpose of the role is to provide exceptional pre-emptive and forward-thinking customer care for those orders highlighted as having special characteristics that need an increased personal service, in order to follow the order from creation to delivery and retrieve feedback on the service provided.You will be contacting customers once an order has been placed to understand what the customer is planning with our products to make sure they have everything they need. Then to follow the order through the process to enable smooth and seamless delivery and excellent customer experience to meet our promise and customer expectations. Highlighting and escalating customer feedback. potential issues or problems to prevent any future issues and increase customer satisfaction.You may be the first point of contact from many of our customers and will need to provide high levels of customer service and attention to detail, whilst supporting on going sales opportunities and preventing aftersales contact.Promptly dealing with any telephone calls, emails, Social media contacts or messages and leasing across the language teams to make sure these orders are given focus to resolve any potential issues in a helpful, professional and courteous way. You will have the attitude and aptitude to learn and develop and become an integral member of the team. You’ll be given training in our product ranges and brands to help you achieve this.You will also assist the Pre-Sales team with customer enquiries with a view to developing both the Customer Care Representative role and to other roles within the team.Main Responsibilities of Post: Represent the company in a professional manner and protect its reputation when handling customer queries (via Phone, Social media, email and web chat) and offer pre-sales product advice (upsell & cross sell) and basic technical troubleshooting.Improve the customer experience by proactively anticipating and resolving any issues, which may include; communicating with third party suppliers (such as couriers), managing orders, awaiting stock and ensuring the customer is kept informed to minimise further contacts.Deliver an exceptional post sales customer experience, by promptly responding to and resolving any calls, messages or emails in a professional, courteous, and helpful manner, ensuring consideration of the customers preferred outcome. This will also include the provision of advice and basic technical troubleshooting.Ensure all customer enquiries, calls, complaints, sales, claims and return requests are correctly processed and are recorded on the correct systems in accordance with LDG policy and process. Ensure compliance with all internal policies and processes, in particular data protection requirements must be adhered to?at all times, and customer data correctly and securely processed and retained.?Accurately create new sales and after-sales orders using the correct product codes. and prices via one of several different sales ordering systems based on understanding and confirming the customer requirement to maximise sales opportunities.Work flexibly, undertaking any other duties required of you which are commensurate with the salary for the post. By way of example you may be asked to change shift patterns or occasionally asked to act as shift leader?during weekday shifts?in the absence of a Call Centre supervisor or Manager.PERSON SPECIFICATIONA person specification is a profile of who could best perform the job; it describes the attributes, skills and experience which are required to successfully perform the role.Knowledge: Essential/ DesirableKnowledge of Consumer rights.?Knowledge of Data Protection LawsKnowledge of LDG policies, and Terms and Conditions of business.?Working knowledge of?Numero, Solvitt, Magento and Back Office systems and LDG processes.?Commercially aware and keen to develop own business knowledge.Experience of home improvements / DIY in terms of Heating, Lighting and Bathrooms.Self-development of sales and conversions skills and customer service best practice.DesirableDesirableDesirableDesirableDesirableDesirableDesirableExperience: Essential/ DesirableExperience of working in a?contact centre performing a?customer facing role, dealing with complaints and problem resolutions via email, messaging services, social media and telephone.?Experience of working in an alternative customer service environment Able to work to targets/KPIs and prioritise work accordingly.Experience of following Call Centre SOPs, specifically in terms of PCI compliance, GDPR and Customer Service.DesirableEssentialEssentialDesirableQualifications:Essential/ DesirableExperience 5 GCSEs C/Grade 4 or above to including English and Maths. Or, NVQ L2 or above in Customer ServiceEssentialSkills & Ability:Essential/ DesirableAble to identify issues and?to apply the?appropriate?resolution.?Help to maintain the company website by reporting any change required to relevant departments.Realising and taking opportunities to cross/up-sell products and delivery optionsAbility?to work effectively on own initiative as well as part of a team.??Ability to negotiate and influence others to achieve the required outcome.?IT literate, including knowledge of?spreadsheets and word packages.?Good attention to detail whilst delivering high quality work.??Excellent interpersonal skills across all methods of communication.High quality written ability to produce information in a clear and concise format.Highly organised and efficient.Ability to work quickly and accurately on a variety of tasks.Support the Supervisors and Managers in all activities as and when requiredAble to follow procedures to a high standard, persevering with work whilst maintaining high levels of attention to detail and quality of work.Attend training sessions, retaining the knowledge given and using this to resolve customer enquiries and enhance the customer experience through the quality of advice provided.EssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialCommunication:Essential/ DesirableYou will be able to communicate clearly, effectively and appropriately with a diverse range of people in both written and verbal formats.?You?can?explain things clearly and precisely to others.?Actively listens, shares information, and proposes suggestions and solutions;?You show respect and fairness when communicating,?considering?the feelings of others.EssentialEssentialEssentialEssentialBehaviour & Personal Characteristics:Essential/ DesirableLoyal to LDG.?Able and willing to learn new skills.?A self-motivated, positive, enthusiastic and pro-active individual who is able to work as part of a team.Leads by example and role models the values and behaviours that we expect?always.??Treats everyone equally, with respect and dignity.?Enthusiastic and flexible team player with high expectations of self and others.?You will be able to adapt to new work challenges and situations, adopting a positive attitude to change.Forge good working relationships with other departments whilst building rapport and display integrity at all times.A committed and effective team player with a clear customer focus.A positive ‘Can do’ attitude towards all aspects of the role.Constructively challenges and accepts constructive challenge from others.Resilient & calm when under pressure, able to balance conflicting priorities and manage their time well.EssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssential ................
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