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Customer Service Professional *Permanent Contract* Up to £18,096pa

Req ID#:  205428

Exeter, Agent Opening, GB

Customer Service Professional *Permanent Contract* Up to £18,096pa

Customer Service

Learn, Lead & Grow at Sitel Group®

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

 

 

The role

This role will require you to use your excellent customer service skills and knowledge to resolve complaints from our loyal John Lewis customers and answer any questions they may have. You will initially specialise in one of the below areas:

Personal Computers

You will be assisting customers over the phone, troubleshooting any software issues they may have with their PC/Laptop that has been recently purchased.

 

TV and Audio

You will be assisting customers who may be having issues with their TV or any audible equipment that they have bought from John Lewis.

 

Large Electricals

Large appliances are anything from a washing machine, fridge freezer to a cooker.

Having an understanding of one of the above is preferred but not essential as we provide a 4-6 week fully paid training programme for you. Your training will be on site so we are looking for candidates to live no further than 1 hour from the city centre.

 

Good News… Once your training is complete, you will be working from the comfort of your own home so you will be required to have your own equipment.

Please note: this role is not for the faint hearted! You will be assisting customers with their faulty goods so objection handling is part of the role. We are looking for patient, empathetic and buoyant individuals with a flair for conversation and a confident telephone manner. Does this sound like you? Apply Now!

Skills and Qualities

  • A team player who is proactive and driven with a desire to help others
  • Ability to build a rapport with customers
  • Computer literate (Required)
  • Confident telephone manner
  • Be able to communicate successfully, confidently and clearly (verbal and written)
  • Be open minded
  • Be attentive
  • Be patient
  • Ability to use positive language
  • Good time management
  • Be empathetic

 

 

Job Responsibilities

  • Objection handling
  • Booking repairs/updating customers on their current repairs
  • Navigating around multiple systems whilst conversing with customers
  • Troubleshooting equipment
  • Liaising with manufacturers/repair centres
  • Organising replacements, exchanges and refunds
  • Answering delivery queries

Your Contract

This is a permanent contract, working 37.5 hours per week.

We are open Monday to Friday 08:00 – 21:00, Saturday 08:00 – 20:00 and Sunday 10:00 – 18:00. We will expect you to be fully flexible across our opening hours.

You will be paid weekly, 1 week in arrears for the hours you work INCLUDING any overtime.

Pay rate £9.15 -£9.28.

 

 

Computer Requirements

Hardware

  • Desktop (Preferred) or Laptop
  • Second computer monitor with a screen resolution at a minimum of 1440x900
  • Devices should be less than 5-years old
  • CPU should be a minimum of 1.8GHz with at least two processor cores. Intel Atom, Celeron or Pentium branded processors aren’t supported
  • Windows 10 Operating System
  • You should have a minimum of 4GB memory (RAM)
  • Stereo speakers and a sound processor or card that supports these
  • A minimum of 20GB Free Storage (SSD preferred)
  • A screen resolution of, at a minimum, 1440x900
  • Ethernet / network connection port

 

Network

  • A Broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds. 4G/5G/wireless/satellite connections are not supported
  • Wired Internet Connection, with a free Ethernet port on your router

 

Peripherals

  • A Wired Keyboard and Mouse
  • A Wired USB Headset with Boom Mic, ideally Jabra Evolve
  • A Webcam
  • A Spare USB-port
  • Ethernet Cable

The Next Step

After you have clicked ‘apply’ and if you meet our requirements, you will be contacted by one of our recruiters. Here you will have the chance to ask any questions you need to regarding the role and they will then explain the recruitment process.

We really look forward to reviewing your application so apply now and join our family!

 

Data Notice
The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Sitel and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

 

Reference: INDEXE 205428

Customer Service Professional *Permanent Contract* Up to £18,096pa


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