Customer Service/Call Centre Advisor

Customer Service / Call Centre Advisor

Salary – £24,375. Full-time (38 hours). Exeter based. Select Technology Group is the leading Apple Premium Reseller in the UK and Ireland with 21 stores across the UK and Ireland.

We are currently seeking candidates to join our UK & Ireland Customer Service teams. We want to offer the same great level of customer service given to our customers in store and deliver it across all customer points of contact. This means offering customers high‑quality, sincere and helpful information on all Select products, services, and initiatives. The role is ideally suited to a candidate with exceptional communication skills, a good working knowledge of Apple products, and an understanding of departmental functions. A desire, passion and willingness to learn, along with great interpersonal and customer service skills, are essential to being successful within the role.

Main Responsibilities

• Take incoming calls and manage the customer experience by answering questions, booking appointments, and resolving complaints.
• Manage inbound queries and concerns received through email and live chat.
• Offer support to the different departments within the organisation when required.
• Maintain accurate and up‑to‑date records for all customer databases.
• Update customers on their service order requests and/or connect them with the Service Team where applicable.
• Provide dispatch and delivery information to existing web‑orders and address any concerns about delivery and dispatch.
• Assist customers with concerns on orders, service, faults and service received in store.
• Process orders and conduct fraud checks.
• Act as an Ambassador for Select, the UK and Ireland\’s largest APR.
• Handle customer feedback and assign to department managers.
• Create a welcoming atmosphere to our customers over the phone.
• Gather information for sales leads and assist in the development of the department\’s outbound sales strategy.
• Manage publicly available Select mailboxes.
• Identify attempts to defraud the company through coercion and social engineering.

Essential Experience / Criteria

• Excellent telephone manner and good levels of diplomacy.
• Ability to deliver outstanding customer service with a keen eye for customer focus.
• Flexibility with a positive attitude to meeting business objectives.
• Organised and able to work on own initiative.
• Proven problem‑solving ability.
• Excellent levels of tact and diplomacy when dealing with customer queries.
• Organisational skills with the ability to prioritise workloads, multi‑task, and apply consistent attention to detail.

Desired Experience / Criteria

• Excellent drafting skills.
• Experience with Apple products and services – iPhone, iPad, Watch, Mac and AppleCare.
• Apple sales or certification is a bonus.

Benefits

• Competitive salary (DOE).
• Fantastic employee discounts.
• Pension scheme.
• Employee incentives.
• Employee Assistance Programme (EAP).

Application

To apply for the role of Customer Service/Call Centre Advisor, please submit your CV. You are aged 18 or over, have the Right To Work in the UK, and you can demonstrate your passion, knowledge and determination.