We are seeking an experienced contact centre agent to join our busy contact centre in Chelmsford. We are the largest independent domestic appliance service provider in the UK. We repair all categories of appliances and operate under licence to Electrolux Home Appliances and major domestic insurance companies, including Domestic & General and Assurant.
You will be responsible for:
- Making appointments for our engineers to repair customers’ domestic appliances
- Giving usage advice to customers on their appliances
- Ordering replacement spare parts for engineers and customers
- Liaising with manufacturer customer services, insurance companies, suppliers and other departments
- Responding to customer e-mails
- Clearing and managing reports
- Processing online bookings
- Invoicing
- Assisting customers with product replacement and services associated with new appliances
- Planning delivery routes for new installations
- Managing stock flow processes
The right candidate must:
- Be able to show empathy and have a genuine desire to want to help customers
- Want to develop and grow within a team
- Be proficient in using computers
- Be a fast learner and adaptable to learning bespoke software packages
- Have the ability to remain calm under pressure
- Be self-motivated and be able to prioritise tasks
- Possess a willingness to learn and be able to adapt to changes in processes
- Have impeccable time keeping
- Be an exceptional communicator, both over the phone and in all written communications (e.g. email)
- Be able to multi-task and be able and willing to move between tasks depending on workload
- Have attention to detail and be able to recall from memory where information needs to be recorded to be able to process administrative processes efficiently
The role:
This is a permanent position subject to an initial 3-month probationary period
- Salary £27,100 per annum
- 40 hours per week Monday-Friday
- Saturday 9am-1pm on a rota basis (usually 1 in 3), paid as overtime
- 20 days holiday per annum (pro rata) increasing by 1 day for every year of service to a maximum of 25 day, plus 8 paid Bank Holidays
Additional Benefits:
- Generous company contribution to pension scheme (optional enrolment, after successful completion of probationary period)
- Attendance bonus of up to £500 per annum, paid pro rata in November (after successful completion of probationary period)
- Optional access to Employee Benefits programme offering discounts across major retailers, holidays and days out, health clubs, restaurants, leisure and entertainment (following successful completion of probationary period)
- Optional access to on-demand 24-hour GP services (following successful completion of probationary period)
- Optional access to Employee Assistance Programme, providing 24-hour confidential telephone, online or face-to-face counselling and legal information services (following successful completion of probationary period)
Benefits are subject to eligibility, and the Company reserves the right to amend or withdraw any benefit at its discretion.
Pay: £27,100.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
