Online Confectionery Advisor

Job Description

ROLE: Hotel Chocolat - Trainee Consultant

REPORTS TO: Bureau Contact Centre Team Leader

DEPARTMENT: Bureau

Salary: £26,624 salaried or £12.80 per hour. On target bonus £2,400 per annum

Hours: Monday - Friday 8:30am - 7pm (rotating shift patterns)
Saturday - 8:30am - 5pm
Sunday - 9am - 5pm (Sundays will only be in the lead up towards Christmas, we are unsure on the dates as of yet but HC think they will need us 4 Sundays throughout peak) 
All on rotating shift patterns, so if you work the weekend you get 2 days off in lieu for this as normal

 

WHO WE ARE

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.

Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.

Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

MISSION OF THE ROLE

We are seeking a Trainee Consultant to join our team where you will lead by example as an empowered and motivated member of the team, sharing customer service knowledge and experience to develop others and make the Brand Centre a world class Centre of Excellence.

Every contact into our Customer Service team needs to wow… That's the way we do things at Hotel Chocolat, and you’ll be working with our customers to ensure everyone has the best experience possible. You will have the skills to be completely empowered to handle all types of contacts including telephone, email, Live Chat and all social media platforms. You will talk to our customers about placing new consumer and B2B orders, recommending products and services and resolving product, delivery and despatch queries with their orders. In return your own excellent communication skills and engaging brand voice will ensure that together we always deliver 100% happiness, delivering personalised and thoughtful customer service through multi-channels.

 

 

 

RESPONSIBILITIES

 

• Achieve our Efficiency, Adherence and Quality standards
• Achieve individual Key Performance Indicator standards
• Deliver 100% Happiness whilst adhering to best practices to ensure every interaction considers cost efficiencies within the decision-making process
• Answer inbound telephone calls, respond to customer service emails and answer Live Chats to meet team service level agreement targets whilst delivering 100% Happiness to customers.
• Make outbound calls as required, either to reply to customers with queries, or to support targeted service campaigns as required.
• Provide cover in other areas of the Brand Centre as required.

REQUIREMENTS

• Essential
  • Excellent communication skills both written and spoken.
  • Ability to engage and motivate others through effective written communications
  • Results driven, meeting or exceeding current KPI’s or targets.
  • Effective in offering customers appropriate resolution whilst delivering 100% Happiness and supporting colleagues to do the same.
  • Able to challenge processes and procedures to demonstrate better ways of working.
  • Intermediate level of MS SharePoint, Excel, Word and Outlook.
• Desirable
  • Ability to coach and mentor team members to increase knowledge and efficiency.
  • Competent and knowledgeable with Elucid, Vocalcom and other in-house systems.
  • Familiar with areas of Call Centre compliance including adherence to GDPR guidelines, and ensure that agents operate to required standards and requirements when talking to our customers.
  • A genuine love of chocolate would be an advantage!
• Communication skills - Email & Live Chat

The ideal candidate would need to have strong written communication skills, with a particular focus on professional, clear and empathetic interactions via email and live chat. You will be expected to:

• Respond to customer and client enquiries in a timely, courteous and helpful manner.
• Demonstrate the ability to troubleshoot and resolve issues using written communication.
• Adapt your tone to suit different audiences while maintaining a consistent brand voice.
• Manage multiple chat conversations at once while maintaining attention to detail and response quality.
• Use BEEM where appropriate in all emails (Brand, Engage, Educate, Motivate)
• Use templates where appropriate, while also personalising messages to ensure a positive customer experience

We care passionately about our people and extensive training is given prior to handling any live customer contacts, with ongoing support provided. However, you must have a strong customer service ethic to succeed in this role together with a desire to achieve personal sales and service targets and results.