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Customer Support Advisor

Redditch

Permanent

HALFORDS – Customer Support

  • JOB PROFILE

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  • JOB TITLE
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Customer Support Advisor – Premium Cycling

REPORTS TO

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Customer Support Team Manager

LOCATION

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Customer Contact Centre - Support Centre.

GRADE

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O

DATE OF EVALUATION

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MARCH 2017

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JOB PURPOSE

To ensure customers remain our number one priority by taking pride in the service we provide and to develop a ‘first contact resolution’ ethos. Develop and maintain positive relationships between Premium Cycling and our customers, by acting as a point of contact and resolution for customer enquiries and concerns. With expert knowledge in their field, the job holder will provide comprehensive and in depth advice to our customers on Premium Cycling products which will drive and maintain customer loyalty.

JOB CONTEXT

Working as part of the Customer Contact Centre, looking after the needs of the customers, shops, suppliers and all associated functions, to deliver a positive outcome.

Reporting to a Team Manager, reporting to the Customer Service Manager. Contact Centre with 68 colleagues including Management. 460 shops, Halfords.com, Halfords.ie, Halfords Autocentres & Cycle Republic

WORKING PATTERNS

Our phone lines are open 9.00-20.00 Mon-Fri, 9.00-18.00 Sat, 10.00-17.00 Sun however our overall opening hours are 8.00 - 22.00 7 days a week as we also handle live chat, email and white mail along with a growing Social Media presence. A full time role will work 37.5 hours per week over an 8 week rota pattern covering various shifts including one weekend every four weeks.

NB: At Present our Premium Cycling team work Monday-Friday 9.00am-5.00pm but there is a possibility that the hours will change in line with the above opening hours.

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Posted 13 days ago

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