Job/Role Title:
Customer Service Agent
Reporting to:
Customer Service Team Manager
Location:
Kingsway
This is a full-time position only, working on a rotating shift pattern across 5 days out of 7.
Shift Hours:
Monday to Friday: 6:30am - 7:15pm (8-hour shifts scheduled within these operating hours)Weekend shifts: 6:30am - 6:00pm
Weekend Rotation:
Team members are required to work 2 weekends in every 4-week cycle, following a rotating pattern:
- Week 1: Work full weekend (Saturday & Sunday)
- Week 2: Weekend off
- Week 3: Work Saturday only
- Week 4: Weekend off
A degree of flexibility is required to support operational needs and ensure coverage across the rota.
Role Description
Role purpose and scope:
- Positively represent the JD plc brand to our customers through multiple channels, by providing effective and efficient resolution’s to customer queries.
- Dealing with inbound contact, by various channels including phone, email, social media and live chat; to resolve product related questions, issues or complaints both pre and post order.
- Taking orders by phone and setting clear expectations on delivery timescales when processing telesales orders.
- Providing technical assistance to customers placing orders on the website.
- Provide assistance with product related questions, and helping our customers reach an informed decision on their purchases
- Communicating information about the company’s products and services.
- Dealing with written communication through email and post, as well as general administrative duties.
- Accurately recording reasons for customer contacts.
- Actively encouraging feedback from customers and providing recommendations for improvement to your line manager.
- Constructively explaining processes and procedures when things occasionally don’t go to plan.
Person Specification
- Previous experience in a customer service role is desirable.
- You need to have the ability to remain calm and focussed when dealing with challenging situations.
- Ability to work on own initiative and as part of a team.
- Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.
- Understands the need for confidentiality and compliance with legislation.
- Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems so the ability to quickly adapt is a must.
- Flexible approach to working, as we need to cover a 24/7 operation.
- Can-do attitude, accountable even when something is outside area of responsibility
- Ability to provide good judgement, even in pressurised situations
- Is a self-starter and self-sufficient
- Excellent PC skills
- Excellent communicator
- Positive manner
#J-18808-Ljbffr
Customer Service Agent - Days in Rochdale employer: Naylor's Equestrian Llp
At JD plc, we pride ourselves on fostering a dynamic and supportive work environment for our Customer Care Advisors in Kingsway. With a strong emphasis on employee growth, we offer comprehensive training and development opportunities, alongside attractive benefits such as staff discounts from day one and a discounted gym membership. Our culture encourages creativity and adaptability, ensuring that every team member feels valued and empowered to make a meaningful impact in their role.
