Consumer Care Coordinator

Overview

Base pay range:
Salary £25,584 OTE (£12.30 p/h) standard hours. Out of Hours opportunity: £14.55 p/h. Hybrid working following graduation from academy.

Hours:

40 paid hours per week. Shifts are scheduled 8:00 to 16:30, 09:00 to 17:30, 09:30 to 18:00, 10:30 to 19:00, 11:30 to 20:00, 13:30 to 22:00, and Out of Hours 22:00 to 08:00. Customer Services hours:
Monday–Friday 8:00–20:00;
Saturday–Sunday 9:00–13:00. Order line: 24-hour coverage. With notice, Konecta reserves the right to change working hours.

This is a fantastic opportunity to be part of a Customer Service team within a multi-channel Contact Centre. It is an inbound role handling new orders and customer service actions, with sales elements including upselling. The role also includes managing emails and various back-office tasks. Full training is provided for all elements.

• Handle incoming inquiries via phone, email, and other channels; resolve promptly and effectively. Inquiries cover delivery, warranties, and related topics with one-call resolution training.
• Demonstrate a customer-centric approach to build loyalty and satisfaction.
• Document interactions accurately and update customer information in the company database.
• Collaborate with internal teams to provide comprehensive solutions and escalate issues as needed.
• Maintain professionalism and adhere to company guidelines and policies.
• Upsell and cross-sell on opportunities to increase revenue.
• Identify and maximise sales opportunities through cross-selling, up-selling, and promotions across a range of retail products.
• Place customer orders and resolve enquiries at first point of contact.
• Uphold company values of respect and equality and provide world-class service at all times.
• Take ownership of personal development and performance; work as part of a fast-paced, target-driven team.

• Outstanding verbal and written communication skills.
• Confident and professional telephone manner.
• Ability to build rapport with internal and external customers.
• Strong problem-solving capabilities and attention to detail.
• Proficiency in IT systems, including CRM tools.
• Proactive, caring attitude with effective time management in a fast-paced environment.
• Punctual and reliable.

Konecta is an international outsourced customer service provider delivering customer interactions via phone, email, web live chat, and social media channels.

Available to permanent employees. Benefits include pension, eye care vouchers, gym discounts, charity involvement, incentives, a friend referral reward, apprenticeships and career development, Perkbox rewards, free parking, fruit, and cycle-to-work scheme.

Full training provided and ongoing training for the project; full company induction.

Depending on suitability, employees may be employed as temporary or permanent with the possibility of a permanent position.

Entry level

Full-time

Other;
Industries:
Consumer Services

Note:

This description reflects the details as provided and excludes non-essential boilerplate and site-specific notices.