Customer Service and Sales Advisor in Ringwood

Client: Dormeo (via Konecta Group)

Salary: £25,584, OTE (£12.30 p/h) standard hours

Out of Hours opportunity: £14.55 p/h 10 pm to 8 am

Location: Ringwood, Konecta Group – Hybrid working after graduation from academy

Hours: 40 paid hours per week

Shifts: 8:00 am – 4:30 pm, 9:00 am – 5:30 pm, 9:30 am – 6:00 pm, 10:30 am – 7:00 pm, 11:30 am – 8:00 pm, 1:30 pm – 10:00 pm, 10:00 pm – 8:00 am (Out of Hours)

Main Purpose of Role

This is a fantastic opportunity to be a part of a Customer Service team that is part of its multi-channel Contact Centre. We are a fun but focused team that works hard and has a real passion for delivering 100% Happiness to all of our customers, all of the time. The role is an inbound contact centre position that will involve handling new orders and Customer Service actions. The orders element of the role requires sales skills, with a very strong emphasis on upselling. Additional work involves managing emails and various other back office tasks. Full training is provided for all elements of the role.

Key Responsibilities

• Acting as a liaison between customers and Dormeo UK, ensuring smooth communication and resolution of inquiries.
• Handling incoming inquiries via phone, email, and other channels and resolving them in a timely and effective manner.
• Inquiries will range from delivery to warranties, and all advisors will be trained on all aspects of the role to ensure customers have one call resolution.
• Demonstrating a customer centric approach to build and maintain customer loyalty and satisfaction.
• Documenting interactions accurately and updating customer information in the company database.
• Collaborating with internal teams to provide comprehensive solutions and escalating issues when necessary.
• Maintaining a high level of professionalism and adhering to company guidelines and policies.
• Upselling and cross selling on every opportunity presented in order to increase revenue.
• Identifying and maximising sales opportunities through cross selling and upselling plus special promotions on a wide range of retail products.
• Placing customer orders and resolving all customer enquiries at first point of contact efficiently.
• Embracing Company core values for respect and equality for all those we come into contact with and providing world class service at all times.
• Taking ownership of personal development and performance.
• Working as a team in a fast paced target driven environment.

Skills Requirements

• Outstanding verbal and written communication skills.
• Confident and professional telephone manner.
• A natural ability to build rapport with internal and external customers.
• Strong problem solving capabilities and a keen attention to detail.
• Proficiency in IT systems, including customer relationship management (CRM) tools.
• A proactive and caring attitude and the ability to manage time efficiently in a fast paced environment.
• Punctual and reliable.

Position in Organisation

The CCC reports directly into the Team Manager, who in turn reports into the Account Manager and will have various support from colleagues nearby which will always be on hand.

Operational Days and Hours

With given notice, Konecta reserves the right to change your working hours. The Dormeo call centre will be open: Customer Services Hours – Monday – Friday 8 am – 8 pm; Saturday and Sunday 9 am – 1 pm. Order line: 24 hour coverage.

Systems & Training

Full training will be given by Konecta and will include ongoing training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act (DPA), the Konecta Quality Management System and all other systems and soft skills training.

Employment Basis

Depending on suitability, CCCs will be employed as Temps or Perms with the possibility of a permanent position in all cases.

Opportunity for Growth

The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help raise the bar in terms of customer experience. Across the campaign the team will have SMART objectives communicated by the Customer Experience Director (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties, with the added responsibility being rewarded with a salary increase.