Experience:
No experience
Employment Type:
Full time
Posted:
4/21/2017
Job Category:
Customer Service
John Lewis - Customer Service Advisor
Sitel | Plymouth, California
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Job Description

About Us

Sitel have a number of exciting opportunities for Customer Support Advisors to join our award winning contact centre based in England’s ocean city, Plymouth. Representing this market leading retail brand and supporting their customers with general enquires, you could be supporting your customers across a myriad of different questions, queires and complaints.

Our client John Lewis truly goes above and beyond with regards to their customers. When it comes to customer service, they are market leaders in delivering excellence in this field; do you have what it takes to be part of a forward thinking and customer service centric campaign?

Job Summary

With John Lewis’ multiple product lines, this exciting opportunity will allow you to be an ambassador for John Lewis’ commitment to providing a seamless and customer focused service. You will be an integral part of continued business success, and take responsibility for delivering the right customer experience to drive continued revenue and trusting relationships between John Lewis and their customers. As a lifestyle brand, the focus is on selling products to customers that are appropriate and fit for what they are looking for. Whilst a target driven environment, the focus always remains on a team oriented environment that supports John Lewis customers to the correct product or appropriate resolutions to their query.

For example, day to day expectations as a customer service advisor on our John Lewis campaign are as follows:

  • Handling high volumes of diverse customer enquiries via telephone, and supported by email work where appropriate
  • Confidently and passionately engaging with the John Lewis brand and selling John Lewis products and services in a confident and approrpiate manner
  • Consistently delivering an exemplary customer service experience which is part of each customers wider retail journey with John lewis
  • Correctly and accurately administering all customer service administrative systems to support work of the team and to flag any recurrent questions or queries
  • Working efficiently and productively to ensure service level is achieved and that all customer contacts are dealt with in a timely and organised manner
  • Actively engage with new developments relating to the brand or customer journey and ensuring these are implemented effectively and correctly

Primary Job Responsibilities

Exisiting skills and the will to learn are fundamental for all candidates; however, we also believe exhibiting the right behaviours is also very important. We want associates who will engage with what we are trying to achieve for our customers and clients, and therefore we are also looking for colleagues who can actively engage with the below:

  • The ability to share knowledge and expertise to drive an environment of continued improvement
  • Understand the importance of empathy and warm professionalism in a contact centre based environment
  • Engage with all customers in a professional manner and articulate a high standard of comprehension when resolving queries, questions and complaints
  • Actively drive a culture of first contact resolution for all customers to drive trusting relationships and meaningful interactions to best support the customer journey
  • Understand your role as an ambassador for your client, actively promoting their services and products
  • Driven by achievement and satisfied customers in a target based environment
  • Driving self-learning across all products and services to best position yourself as an active brand ambassador
  • Meticulous approach to following agreed processes to ensure continued performance and successful completion of tasks
  • Ability to maximise all opportunities to build brand loyalty and awareness with your customers and to reduce continued work loads

What we need from you

Essential

  • Excellent Customer Service Skills and Understanding
  • Demonstrable telephone and email experience
  • Ability to achieve targets in a busy and pressured environment
  • Excellent Timekeeping and Time Management skills
  • Strong work ethic and commitment to your role and customer
  • Sales experience ( Message Delivery)

Desirable

  • Retail background
  • Complaint handling experience
  • Good written comprehension
  • Previous contact centre experience
  • Having experienced various shift patterns
  • Good team player but able to self-manage performance

Hours & Training

Hours

  • Full Time Customer Service Advisors - 37.5 Hours Per Week
  • Permanent Contracts subject to a 6 month probation
  • Operational Hours between 0800 - 2100 Monday to Sunday 

Training

3 weeks, Monday to Friday 9am to 5:30pm

About Sitel

SITEL Corporation (SITEL) is engaged in providing business process consulting, outsourcing and technology to clients in the automotive, consumer, financial services, government, insurance, technology, telecommunications, travel and utility sectors. SITEL specializes in designing, implementation and operation of multi-channel contact center solutions. The Company provides customer acquisition, customer care, technical support and risk management services on an outsourced basis, as well as operational and information technology professional services for both outsourced and in-house contact centers. (Source: 10-K)