Customer Service Advisor - Part Time . Job Reference: 1544312

Job ID: 344262
Location: Chester
Category: Retail
Salary: �8.50 per hour negotiable
Job Views:
2961
Job Type:
Contract
Posted:
09.27.2017
Contract
Temporary

Salary
�8.50 per hour

Date when vacancy closes
30 Oct 2017

Business Area
Head Office

Area of Expertise
Customer Services

Location
Chester

Vacancy Details

3-9 Months FTC
Our contact centre deals with over 800,000 customers a year. This gives us enormous insight into products, services and opinions. From enquiries to product orders and customer queries, Retail Customer Services is on hand to listen and answer customer queries via email, social media, phone and post. As a Customer Service Advisor you will deliver excellent customer service by efficiently managing and resolving complaints and queries to the highest standards.
Key Accountabilities
�Take responsibility for resolving customer complaints and queries working within agreed parameters. Ensure relevant stakeholders are regularly updated
�Deliver exemplary quality standards when communicating with customers via any channel
�Have the ability to flex communication style appropriately across different mediums e.g. phones, letters, emails
�Improve customer experience by ensuring that responses are engaging and in line with customer service principles as appropriate
�Case manage customer contacts - each complaint/enquiry is to be investigated and resolved as appropriate
�Contribute to the overall achievement of agreed response times/SLAs
�Provide data, giving insight into the reasons for customer contact (achieved by the accurate recording of information) for use in influencing business decisions
�Work as part of a team of experts to support customers, stores and all areas of the M & S business
Technical skills/business skills required
�Passionate in championing the customer
�Good understanding of MS Word and ability to learn other M & S systems quickly
�Excellent English language written skills
�Ability to swiftly analyse complicated information
�Previous customer service experience is ideal
We want to make sure that you have the best possible experience when you join us and to do this we have a fantastic training programme for you. You will start by learning about M & S, the type of conversations we have with our customers and how to make sure you are responding in keeping with our brand.
We know that it�s difficult to learn everything straight away and to support this we have a team of Coaches that will guide you through your first couple of weeks after your training. They are going to make sure that if you don�t have all the answers� you know where to get them from.
Don�t worry if you�ve not worked in a contact centre before. As long as you�re a natural people person who has a passion for customer service!
In addition to your salary & M & S benefits you will have access to the following site facilities; free parking, gym (�8 per month), on-site health and beauty room, Starbucks, subsidised canteen, free tea/coffee machines, M & S store and a fantastic seating environment outside.
Hours: Currently we have a variety of shift patterns, covering evenings and weekends shift.


Start dates are 16th October and 30th October.

Please note that candidates must be able to commit to attending training groups for the first 4 or 6 weeks of training;


20 hours over 5 evenings;

Monday, Tuesday, Wednesday, Thursday & Friday 5-9pm

20 hours over 4 evenings;

Monday, Tuesday, Wednesday, Thursday & Friday 5-10pm


25 hours over 2 evening & 2 weekend days;

Tuesday , Wednesday, Saturday & Sunday 5-10pm 9-5pm


20 hours over 5 evenings

Monday, Tuesday, Wednesday, Thursday & Friday 6-10pm


19.5 hours over 3 evenings & 1 weekend day;

Monday, Tuesday, Friday & Saturday 5-9pm & 9-5pm

19.5 hours over 3 evenings & 1 weekend day;

Monday, Tuesday, Friday & Sunday 5-9pm & 9-5pm
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