As a Customer Support Advisor you'll ensure customers remain our number one priority by taking pride in the service we provide by fostering a customer first ethos.
Develop and maintain positive relationships between Halfords and its customers, by acting as a point of contact and resolution for customer enquiries and concerns across all contact channels.
To be the first point of contact for Halfords remaining professional always, providing the highest level of service to our customers
To deal with all daily enquiries and / or concerns generated by customers. Providing a professional and timely response / resolve to all concerns and enquiries
Build rapport with our customers, identifying their needs, engaging with them, and ensuring a customer for life.
To ensure communication is of the highest quality in line with key performance indicators and customer promise
To ensure customers are responded to within the agreed SLA’s
To ensure that all customer contact is logged, as appropriate on the system in real time
To liaise with key Support Centre teams, suppliers and legal sources if necessary, to resolve customer issues and if escalated is directed in line with the escalation policy
Maximise customer interaction to promote our products, service and increase sales
Have a basic understanding of current Consumer Legislation
Key Skills / Experience
Excellent Customer and communication skills, both written and verbal
To be able to demonstrate experience of dealing with challenging individuals whilst remaining professional, tactful, and calm always
Able to work effectively as part of a team
Able to work under own initiative
Excellent administrative skills with the ability to prioritise your workload
Retail, call centre or customer service industry experience desirable
Great work ethic with a desire to develop yourself and others
The role holder would need to have a flexible and open-minded approach to working and be extremely organised.
Shifts - between 8am-10pm 7 days a week.
Hours - Full time