ghd386 - Professional Customer Quality Advisor

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Posted: 04/12/2018 17:12
Start Date: Not Available
Salary: competitive
Location: Leeds Office
Level: Standard
Deadline: 31/01/2019 23:59
Hours: 40.00
Benefits: competitive
Job Type: Permanent Contract

What’s the Job?

To deliver an exceptional level of service to the salon population; answering enquiries, placing orders and dealing with any problems that may arise.  This role demands a high level of focus on delivery of solutions, demonstrating excellent attention to detail and administration skills. Ensuring at all times that all duties detailed below are executed to the highest possible standards.

What will I do?

  • Offer an excellent service experience to both our internal and external customers, answering queries by telephone and e-mail
  • Aim to resolve all of our salons’ queries at first contact in a polite and professional manner
  • Provide salons with information of our latest offers and products
  • Process payments accurately and answer any queries on their account
  • Identify opportunities to promote and up-sell products
  • Maintain accurate records of all enquiries and correspondence
  • To be able to communicate clearly both verbally and in written form, on company decisions regarding enquiries received
  • To uphold and exceed where possible the standards of Customer Service and Care that the company is seeking to achieve
  • Adhering to and working towards set KPIs and SLAs
  • Process all enquiries within the service standards set by the company including any associated administration duties
  • Undertake such responsibilities as requested to assist the company to maintain its service levels to our salons
  • Undertake training pertinent to the position on product awareness, trading standards, product testing, legal awareness and objection handling
  • Other duties as designated by the Customer Quality & Experience Manager


What skills and qualities will I need?

  • Experience of working within a Contact Centre environment
  • Proven written communication skills with excellent spelling, grammar
  • Excellent telephone manner and good listening skills, with the ability to be able to effectively empathize with our salons
  • The ability to use initiative and resolve problems
  • Excellent interpersonal skills with a professional attitude, and demonstrates the capability to work well with others, building cohesive working relationships
  • Ability to build rapport and use initiative to resolve customer problems
  • Capable of multi-tasking under tight deadlines with a sense of urgency
  • Flexible in approach and innovative thinker in an dynamic environment
  • Passion for consumer experience & sales


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