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Customer Service Advisor - Halfords Autocentres

Apply now Job no: 504050
Work type: Full time
Site: Redditch
Categories: Customer Support
Location: Worcestershire

Job Title - Customer Service Advisor

Reports to - Sales and Performance, Customer Service

Location - Halfords Support Centre Redditch

  1. JOB PURPOSE

To deliver a service that customers’ come back for, by demonstrating a high standard of customer service and professionalism at all times, aiming to resolve issues at the first point of contact

  1. JOB CONTEXT

The role will heavily focus on striving to continuously improve our service levels to the business by handling queries and complaints in an effective manner, problem solving and finding a suitable solution whilst creating a positive working environment for all team members.

  1. KEY RESPONSIBILITIES
  • Answer incoming contacts - emails, letters, calls, live chat and social media within agreed timescales
  • Provide a high standard of customer service at all times, ensuring that a courteous and calm manner is used at all times
  • Develop and support the booking processes to optimise sales opportunities
  • Effectively and proactively manage customer complaints and escalations in the most appropriate way to present a confident and professional approach
  • Process and manage administrative duties of the department including customer cancellations and refunds as required
  • Ensure appropriate investigations are undertaken to understand the root cause of issues, and inform the appropriate departments to enable corrective action to be taken
  • Work closely with all internal departments to identify and fix issues.
    1. Person Specification
    • 3+ years customers services experiences in an office or call centre environment
    • Auto Centre Experience desirable
    • Excellent customer and communication skills
    • Able to demonstrate experience of dealing with difficult situations whilst remaining professional, tactful and calm
    • Able to work effectively as a team
    • Able to deal with key stakeholders at a senior level
    • Experience of problem solving and complaint handling
    • Excellent telephone manner with previous experience of handling high volumes of calls
    • Excellent communication skills both written and verbal
    • Excellent time management
    • Ability to capture data accurately and within guidelines
    • Able to demonstrate experience of dealing with difficult situations whilst remaining professional, tactful and calm
    • Able to work effectively as a team
    • Able to deal with key stakeholders at a senior level
    • The ability to work and keep calm under pressure
    • Previous experience of working to targets and SLA’s
    • Strong personal presence, confidence and credibility
    • Good knowledge of Microsoft programmes, outlook, excel,
    • Sales force experience desired
    • Reporting/analytical experience desired
    • Is open to change and seeks and encourages fresh ideas to meet an ever changing environment. 
    • Able to support colleagues to adapt to change across the business.

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