Customer Service and Sales Advisor

Customer Care Coordinator

Client: Dormeo (via Konecta Group)

Job Title: Customer Care Coordinator (CCC)

Salary: £25,584, OTE (£12.30 p/h) standard hours

Out of Hours opportunity: £14.55 p/h 10 pm to 8 am

Location: Ringwood, Konecta Group – Hybrid working after graduation from academy

Hours: 40 paid hours per week

Shifts:

• 8:00 am – 4:30 pm
• 9:00 am – 5:30 pm
• 9:30 am – 6:00 pm
• 10:30 am – 7:00 pm
• 11:30 am – 8:00 pm
• 1:30 pm – 10:00 pm
• 10:00 pm – 8:00 am (Out of Hours)

Operating

Hours:

Monday – Friday 8 am – 8 pm;
Saturday & Sunday 9 am – 1 pm;
Order line 24 hour coverage

This is a fantastic opportunity to be a part of a Customer Service team that is part of its multi-channel Contact Centre. We are a fun but focused team that works hard and has a real passion for delivering 100% Happiness to all of our customers, all of the time.

The role is an inbound contact centre position that will involve handling new orders and Customer Service actions. The orders element of the role requires sales skills, with a very strong emphasis on upselling. Additional work involves managing emails and various other so called back office tasks. Full training is provided for all elements of the role.

• Acting as a liaison between customers and Dormeo UK, ensuring smooth communication and resolution of inquiries.
• Handling incoming inquiries via phone, email, and other channels and resolving them in a timely and effective manner. Inquiries will range from delivery to warranties, and all advisors will be trained on all aspects of the role to ensure customers have one call resolution.
• Demonstrating a customer centric approach to build and maintain customer loyalty and satisfaction.
• Documenting interactions accurately and updating customer information in the company database.
• Collaborating with internal teams to provide comprehensive solutions and escalating issues when necessary.
• Maintaining a high level of professionalism and adhering to company guidelines and policies.
• Upselling and cross selling on every opportunity presented in order to increase revenue.
• Identify and maximise sales opportunities through cross selling and upselling plus special promotions on a wide range of retail products.
• Place customer orders and resolve all customer enquiries at first point of contact efficiently.
• Embrace Company core values for respect and equality for all those we come into contact with and provide world class service at all times.
• Take ownership of personal development and performance.
• Work as a team in a fast paced target driven environment.

• Outstanding verbal and written communication skills.
• Confident and professional telephone manner.
• A natural ability to build rapport with internal and external customers.
• Strong problem solving capabilities and a keen attention to detail.
• Proficiency in IT systems, including customer relationship management (CRM) tools.
• A proactive and caring attitude and the ability to manage time efficiently in a fast paced environment.
• Punctual and reliable.

Leading the way in Customer Interaction & process management, Konecta Group is an international outsourced customer service provider with 50,000 staff worldwide across 112 sites. Our clients employ us to communicate with their customers in the most effective ways – on the phone, via email, on the web through live chat or any social media channels.

Learn more here:

Dormeo has been bringing the highest quality memory foam mattresses directly to people s homes for over 20 years, becoming one of Europe s most trusted bedding brands. Our passion is for everybody to sleep on the best mattress they can afford. Dormeo mattresses are made for everybody, every bedroom and every budget. The company prides itself on using its patented technology to deliver exceptional quality, value and customer satisfaction.

Dormeo is committed to sustainability and customer service excellence.

Learn more here:

• Konecta working culture of fun and sociable team environment.
• 50 percent discount on bus for monthly and quarterly tickets (Easy connections in and around Bournemouth and…