Job Description

Overview Of The Role:
The Customer Support Centre Agent plays a crucial role in ensuring a seamless customer journey by offering a hassle-free, consistent, inspiring, and rewarding customer experience with high quality for all non-face-to-face contacts. The role is central to building and retaining long-lasting relationships with new and existing customers, ensuring a positive shopping experience that builds trust in the brand before and after visits, directly contributing to commercial growth and reputation enhancement.
What You Will Do:

• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording.
• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received.
• Work towards achieving first call resolution by finding and offering a solution to the customer.
• Communicate with all customers in a positive, friendly, and empathetic manner to provide a consistent customer meeting.
• Monitor the transport management system and contact customers when there are delays or if they have requested a call back through the driver's tablet.
• Arrange schedules and workloads to ensure correct coverage at all times, thereby improving service levels and customer experience.
• Follow all guidelines and SOPs set out by the health and safety department to ensure a safe working environment.
• Report any risks, hazards, and unusual activity to a senior or manager immediately.
• Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency.
• Adhere to cost planning tools and budget constraints while maintaining service quality.
• Follow the department business plans and action plans as agreed by the management team.
• Use mystery shopping reports, ICSS, support centre KPIs, and customer feedback to refine action plans and improve service delivery.

Skills Required