Customer Service/Call Centre Advisor

Location: Hybrid / Exeter, UK

Job Type: Permanent / Full-time

Sector and Subsector: Retail General

Annual Fixed Salary: £26,000.00

Company: Select (part of the Select Technology Group) - leading Apple Premium Reseller in the UK and Ireland with 19 stores across the UK and Ireland.

Responsibilities

• Take incoming calls and manage the customer experience by answering questions, booking appointments and resolving complaints.
• Manage inbound queries and concerns received through email and live chat.
• Offer support to different departments within the organisation when required.
• Maintain accurate and up to date records for all customer databases.
• Update customers on their service order requests and/or connect them with the Service Team where applicable.
• Provide dispatch and delivery information to existing web orders and address any concerns about delivery and dispatch.
• Assist customers with concerns on orders, service, faults and service received in store.
• Process orders and conduct fraud checks.
• Act as an Ambassador for Select, the UK and Ireland's largest APR.
• Handle customer feedback and assign it to department managers.
• Create a welcoming atmosphere for customers over the phone.
• Gather information for sales leads and assist in the development of the department's outbound sales strategy.
• Manage publicly available Select mailboxes.
• Identify attempts to defraud the company through coercion and social engineering.

Qualifications and Skills

• Excellent telephone manner and diplomacy - first point of contact for telephone customers.
• Ability to deliver outstanding customer service with a keen eye for customer focus.
• Flexibility with a positive attitude to meeting business objectives.
• Ability to work as part of a dedicated customer service team while remaining organised and able to work on own initiative.
• Proven problem solving ability.
• Excellent levels of tact and diplomacy when dealing with customer queries.
• Organisational skills with the ability to prioritise workloads, multi task and apply consistent attention to detail.

Desired Experience / Criteria

• Experience with Apple products and services - iPhone, iPad, Watch, Mac and AppleCare.
• Apple sales or certification is a bonus.
• Previous call centre experience is desirable but not essential.

Benefits

• A growing love and passion for all things Apple.
• A great sense of achievement and empowerment for helping customers discover which Mac, iPhone, Watch or iPad is right for them.
• Competitive salary - DOE.
• Fantastic employee discounts.
• Employee incentives.
• Employee Assistance Programme (EAP).

If this sounds like a place you would like to work, you are aged 18 or over, have the Right to Work in the UK, and can demonstrate your passion, knowledge and determination, then we would like to hear from you.

To apply for the role of Customer Service/Call Centre Advisor, please submit your CV.