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Customer Service Agent

Luton, East of England, England

Job Overview

Help bringing the right people to the right place.

By creating desirable solutions and great experiences that enrich people’s daily lives and the health of our planet, we want to be a driving force in delivering enjoyable and sustainable living. We go to work every day determined to shape living for the better – for our customers and for the health of our planet.

To achieve this, we employ great people from a wide variety of backgrounds – not just because it’s the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and career.electroluxgroup.com to learn more.

This is an office-based position working from our Luton office.

The primary function of this role is to deliver Best-in-Class Service across all our work channels.

A key focus is to work proactively to achieve operational excellence with the aim to create and maintain an outstanding experience for our customers.

You will be required to manage inbound and outbound calls, email queries and accurately process orders. You will be the first point of contact for pre sales enquiries and will be expected to manage your time and availability to meet our service level agreements.

Key responsibilities :

  • To handle inbound and outbound traffic (email, telephone) for pre-sales environment
  • To ensure all enquires, questions, issues and customer complaints are always fully resolved whilst applying reasoning over potential costs and liabilities
  • Investigate and pro-actively resolve any customer complaint to the departmental standards
  • Accurate order processing and price checking and ensure fulfilment where possible
  • To accurately record and process all call/customer information on to the Customer Service computer systems
  • To work as part of a team towards meeting and achieving, individual, team and department objectives
  • To work with and support all internal customers within and linked with the business
  • To plan working day and prioritise relevant tasks
  • To be able to communicate with both external and internal customers at all levels
  • To have a continuous and high-level focus on customer service
  • Actively contribute to individual, team and departmental improvements to ensure customer service is taken to the next level
  • To add to and aim to improve the working environment for individual, team and departmental levels
  • To ensure all enquires, questions, issues and customer complaints are always fully resolved whilst applying reasoning over potential costs and liabilities and these are fully owned either by agent or internal customer.

To succeed in the role of Customer Service Agent we believe you have a background whit these experiences and that you as a person are,

As a communicator

  • Convey information to all concerned clearly
  • Are able to address external customers in a professional and convincing manner
  • Able to engage colleagues and managers to build strong networks

As a person
•Act with integrity, honesty and morale
•Lead by example
•Passionate and energetic
•Are open and want to grow by learning and developing yourself
•Are accountable and take responsibility
•Are ambitious and truly motivated to perform
•Want to do what matters
•Are a true team player
•Resilient, honest individual who is highly motivated
•Customer and quality focus, with a passionate commitment to improving business performance

As a team player

  • Demonstrate ability to work alongside and within a strong team
  • Good interpersonal skills on all levels
  • Value and understand the individual needs of each member of the team
  • Build relationships within the team that create trust, respect and honesty
CRITICAL FUNCTIONAL SKILLS:
•Excellent communication – verbal and written

  • Attention to detail and organization
  • Multi tasking and problem solving
  • Team Player
  • MS Office, preferably intermediate
Required Languages:

  • Fluent English
Benefits:
•Great development opportunities

  • Annual Bonus Scheme
  • Company Pension Scheme
  • 25 days holiday (Pro-rata), plus Bank Holidays
  • Healthcare Cash Plan
  • Life Assurance
  • Staff discount on appliances
  • Subsidised canteen

At Electrolux, we take responsibility for our development in a supportive environment where we embrace our differences and learn from each other. In a truly multicultural setting, we shape living for the better and create remarkable experiences for employees and consumers, all around the globe.

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