Customer Care Advisor

Customer Care Coordinator

Dormeo

Job Specification                  

 

 

Job Title:         Customer Care Coordinator (CCC)   

Salary:            £25,584 OTE (£12.30 p/h) standard hours

            Out of Hours opportunity: £14.55 p/h 10pm to 8am

Location:   Konecta Group –Ringwood.
Hybrid working following graduation from academy

Hours:   40 paid hours per week.

Shifts:    Shifts are a hybrid between

8.00am to 16.30

09:00 to 17:30

9.30am to 18:00

10:30 to 19:00

11:30 to 20:00

13.30pm to 22:00

22:00 to 08:00 (Out of Hours)

 

 

Customer Services Hours: Monday – Friday 8am – 8pm. Saturday and Sunday 9am – 1pm

Order line: 24 hour coverage

 

Main Purpose of Role

This is a fantastic opportunity to be a part of a Customer Service team that is part of its multi-channel Contact Centre. We are a fun but focused team that works hard and has a real passion for delivering 100% Happiness to all of our customers, all of the time.

 

The role is an Inbound contact centre role, that will involve handling new orders and Customer Service actions. The orders element of the role requires sales skills, with a very strong emphasis on upselling. Additional work involves the managing of emails and various other “back office” tasks. Full training is provided for all elements of the role

 

Key Responsibilities

 

• Acting as a liaison between customers and Dormeo UK, ensuring smooth communication and resolution of inquiries.
• Handling incoming inquiries via phone, email, and other channels and resolving in a timely and effective manner. Inquiries will range from delivery to warranties, all advisors will be trained on all aspects of the role to ensure customers have one call resolution.
• Demonstrating a customer-centric approach to build and maintain customer loyalty and satisfaction.
• Documenting interactions accurately and updating customer information in the company database.
• Collaborating with internal teams to provide comprehensive solutions and escalating issues when necessary.
• Maintaining a high level of professionalism and adhering to company guidelines and policies.
• Upselling and cross selling on every opportunity presented in order to increase revenue
• Identify and maximise sales opportunities through cross selling and up selling plus special

promotions on a wide range of retail products

• Place customer orders and resolve all customer enquiries at first point of contact efficiently
• Embrace Company core values for respect and equality for all those we come in to contact

with and provide world class service at all times

• Take ownership of personal development and performance
• Work as a team in a fast-paced target driven environment

 

 

Skills Requirements

• Outstanding verbal and written communication skills.
• Confident and professional telephone manner
• A natural ability to build rapport with internal and external customers.
• Strong problem-solving capabilities and a keen attention to detail.
• Proficiency in IT systems, including customer relationship management (CRM) tools.
• A proactive and caring attitude and the ability to manage time efficiently in a fast-paced environment.
• Punctual and reliable

 

Who are Konecta Group?

Leading the way in Customer Interaction & process management Konecta are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels.

Learn more here: https://www.konecta-group.com/

 

Who are Dormeo?

Dormeo has been bringing the highest quality memory foam mattresses directly to people’s homes for over 20 years, becoming one of Europe’s most trusted bedding brands. Our passion is for everybody to sleep on the best mattress they can afford. Dormeo mattresses are made for everybody, every bedroom and every budget. The company prides itself on using its patented technology to deliver exceptional quality, value and customer satisfaction. Dormeo is committed to sustainability and customer service excellence.

 

Learn more here: https://www.dormeo.co.uk/

 

Why work for us?

(Available to perm employees)

 

• Konecta working culture of fun and sociable team environment
• 50% discount with More bus for monthly and quarterly tickets (Easy connections in and around Bournemouth and Salisbury to Ringwood.)
• Pension Scheme with Standard Life
• Eye test vouchers and discounts
• Discounted corporate gym membership with Anytime Fitness (24-hour gym with over 5000 site globally)
• Involvement with local charities and fundraising days
• Campaign specific benefits including discounts, incentives and prizes
• Recommend a friend scheme paid reward of £500
• Apprenticeships qualifications and career flight path schemes
• Recognition and rewards via Perkbox.
• Free car parking

• Weekly dress down day
• Free fruit
• Cycle to work scheme

 

Position in Organisation

The CCC reports directly into the Team Manager, who in turn reports into the Account Manager and will have various support from colleagues nearby which will always be on hand.

 

 

Operational Days and Hours

With given notice, Konecta reserves the right to change your working hours. The Dormeo call centre will be open:

 

Customer Services Hours:    Monday – Friday 8am – 8pm. Saturday and Sunday 9am – 1pm

Order line:       24-hour coverage

 

 

Systems & Training

Full training will be given by Konecta and will include supporting on-going training requirements for
the duration of the project. You will also receive a full company induction that will include many areas
such as Data Protection Act (DPA) the Konecta Quality Management System and all other systems and soft
skills training.

 

Employment Basis

Depending on suitability, CCC’s will be employed as “Temps” or “Perms” with the possibility of a permanent position in all cases

 

Opportunity for Growth

The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience.

Across the campaign the team will have SMART objectives. These will be communicated by the Customer Experience Director (on behalf of the client).

Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.