Customer Service Representative (PT 30hrs Fully Flexible)
Customer Service Representative Part Time (30hours) Fully Flexible Mon - Sun 7.00 - 11.00
Serco, in Partnership with Shop Direct Group are looking to recruit Inbound Customer Service Advisors on an initial fixed term basis, to join its operation in the centre of Cardiff. Shop Direct Group is the UK's leading online and home shopping retailer, with fantastic brands such as Littlewoods, Very and Isme all under one roof. SDG have an annual turnover of around £1.7 billion and over five million customers.
Through engagement with the customer you will take ownership of every customer contact, ensuring they receive excellent customer service across a variety of enquiries. As a customer Service Representative, you will resolve the customer`s queries effectively and efficiently in a positive and engaging manner. You will provide an excellent shopping experience and respond to the needs of the customer in a professional manner ensuring all areas of call quality and compliance are adhered to.
Our core opening hours are between 7.00am and 11.00pm Monday - Sunday. Working on a fully flexible rotational shift pattern you have the luxury of flexibility with a guaranteed minimum of two weeks' notice. You will be contracted to 30 hours per week but will also have the ability to opt for overtime when it is available.
ResponsibilitiesUnderstand the needs of the customer and provide solutions that fit Achieve set personal targets on a daily and weekly basis Deliver exceptional customer service in pro active manner Work as part of a team within a fast paced, dynamic call centre environment Act as an ambassador for the Brands and embrace Serco`s values Adhere to call quality guidelines, compliance policies and regulations as set out by the FCA and DPA
Experience / SkillsExperience of working in a customer driven environment preferably within a Contact Centre Proven track record of working to and exceeding targets Excellent communication and rapport building skills Ability to identify a problem and provide a solution Attention to detail Ability to deliver an excellent customer experience An understanding of compliance and quality within a regulated environment and an understanding of the Financial Conduct Authority regulations The ability to develop yourself along with support, coaching and feedback Team player, able to share best practices
Salary and Benefits
Your hourly rate will be £7. You will also be eligible for many company benefits including a Contributory Pension Scheme, Life Insurance, Share Save Scheme, Local and National Discounts, Bike4Work Scheme and many more.
Serco is a FTSE 250 international service company that improves services by managing people, processes, technology and assets more effectively. The company manages over 60 million customer service conversations a year on behalf of clients in the media, retail, telecommunications and financial services amongst others - covering everything from acquisition, service and growth to retention and renewal.