JML Customer Service Advisor
Location: South Shields Tyne Dock, Tyne & Wear
Monday to Thursday between the hours of 9am to 5pm & Fridays 8am to 4pm
(37.5 hours per week) excluding 30-minute lunch breaks
Starting salary £23,809 + Benefits
25 days annual leave, plus bank holidays
Do you have what it takes to provide excellent customer service? Are you flexible and ready for a new challenge? Then look no further…
JML are an innovative consumer product company and one of the fastest growing sales and marketing companies promoting our products with 5,000 video screens in retail stores and UK & Irelands biggest as seen on TV business. We consistently deliver exceptional sales through the combination of great products, great people, and first-class service. We also have a significant ecommerce presence. As an industry leading multi-channel business our vision is to have a JML product in every home.
Working in our Contact Centre within the Port of Tyne, Tyne Dock we are seeking an experienced Customer Service Advisor to join our busy team in providing excellent customer care using all forms of media across a range of products and services. We pride ourselves on our first-class service and you will require excellent communication skills as well as the ability to build good customer rapport. Ideally, the successful candidate will have previous experience of working in a customer care service environment and knowledge and experience of CRM systems is desirable but not essential. A passion for JML products and how they work is vital, as youll also be responsible for providing product and delivery information to both retail and direct customers.
KEY DUTIES AND RESPONSIBILITIES
- Handle detailed inbound calls from consumers
- Delivering first class Customer Service and product information
- Administration tasks
- Accurately and efficiently use input customer details
- Support the customer and solves their issue in the most efficient way possible in a single contact
- Handle and resolve customer queries, complaints, and objections in a professional manner
- Recognise when to escalate customer calls to the Team Leader
- Identify repeat issues and provides feedback to team leaders
- Continually strive to ensure compliance with login, wrap, idle and call quality matrix against agreed individual targets
- Capture and report any customer feedback to the team leader
- Analyse problems and identify appropriate solutions
Experience
You will have previous experience in a customer service role and able to demonstrate a high level of proficiency in IT systems. You will be passionate about working in a team as well as able to use your own initiative. You will be a highly organised individual with great attention to detail.
If you feel that your telephone skills are exceptional and are confident that you can deliver the best possible level of customer service at all times, then we would like to hear from you.
Benefits JML Offer
25 days holiday a year, increasing after 3 and 6 years service
Bank Holidays off
Employee Assistance Programme
37.5 hours a week Monday to Friday
Private Health Insurance after 1 year of service
Contributory Pension Scheme
Life Assurance
Staff Discount Scheme
Eye Care Vouchers
Bike to Work Scheme
Enhanced Maternity and Paternity
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