Job Description:
Position: Customer Service Agent
Contract Type: Full Time
Office-Based Location: DID/Select HQ, Fonthill Retail Park
Responsibilities:
1. Take incoming calls and manage the customer experience by answering questions, scheduling deliveries, generating sales referrals, and addressing concerns while delivering excellent customer service.
2. Manage inbound queries received through email, live chat, and social media.
3. Offer support to the different departments within the organisation when required.
4. Maintain accurate and up-to-date records for all customer databases.
5. Update customers on their order requests and/or connect them with the appropriate stakeholder.
6. Provide dispatch and delivery information to existing web-orders and address any concerns about delivery and dispatch.
7. Assist customers with concerns on order fulfilment, service requests, installations, and any concerns they have during the course of their experience.
8. Process orders and conduct fraud checks.
9. Act accordingly as an Ambassador for DID Electrical and their affiliates.
10. Handle customer feedback and complaints assigned to you, and escalate to line manager where applicable.
11. Create a welcoming atmosphere for our customers over the phone and maintain a polite professional manner in written correspondence to customers.
12. Gather information for sales leads and assist in the development of the department's outbound sales strategy.
13. Manage publicly available DID mailboxes.
14. Identify attempts to defraud the company through coercion and social engineering.
15. Perform any duties assigned by your line manager to ensure the efficient function of the customer service team.
Essential Experience Criteria:
1. Excellent telephone manner. You will be part of a team that is the first point of contact for all telephone customers.
2. Experience in a customer service environment.
3. An ability to identify outstanding customer service and opportunities to improve problem areas.
4. Flexibility with a positive attitude to meet team objectives.
5. Be organised, professional, and able to work on your own initiative.
6. Experience with Apple products and service - any Apple sales or certification is a bonus.
7. Organisational skills with the ability to prioritise workloads, multi-task, and apply consistent attention to detail is essential.
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