Customer Care Advisor

Customer Care Advisor

Worksop - Permanent - Full Time - 39 hours 

THE ROLE

We have an exciting opportunity for a Customer Care Advisor within the Contact Centre based at Head Office, Worksop.  The successful candidate will be responsible for delivering a high quality of service to customers that maximises sales, profit and customer loyalty through all channels of communication.  Deliver service recovery through the investigation and resolution of customer enquiries and complaints, ensuring customers satisfaction and an overall enhanced customer experience

KEY ACCOUNTABILITIES

• Register all telephone and internet orders quickly and accurately to ensure the right products reach the right customers. Deliver customer satisfaction and effective service recovery in response to complaints and problems, in line with company policy and legal obligations, to customer loyalty and sales.
• Ensure that our home shopping experience is friendly, cheerful and easy to use through the delivery of excellent telephone and email customer service to maximise satisfaction. Maximise sales and profit by offering advice and product information to encourage the sale of individual products, and by recognising and encouraging sales of associated products.
• Provide information and assistance in response to enquiries about the products, the process and services offered.  Ensure these are resolved quickly and to the customers satisfaction encouraging sales from our home shopping service or in store.
• Register enquiries and complaints quickly and accurately and explain to our customers what the next steps are in order to resolve their query.

THE PERSON

• Educated to GCSE (or equivalent) standard
• Retail / Customer Service / Contact Centre experience desired
• Excellent IT skills, with experience of a variety of software packages.
• Able to turn a disastrous customer experiences into customer satisfaction and loyalty.
• Detailed product knowledge of an increasing product base, and knowledge of our total Wilko offer.
• Able to manage the expectations of customers.
• Handling and diffusing customers, achieving service recovery.
• Involves shift working over seven days, hours varying between 8am and 8.30pm.

Closing date 25 October 2016