Customer Service/Call Centre Advisor

Location: Hybrid / Exeter, UK

Job Type: Permanent / Full-time

Sector: Retail General

Annual Fixed Salary: £26,000.00

Exeter based

Full-time (38 hours)

Salary - £26,000

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

Are you looking to join a team who are renowned for providing outstanding customer service and dedicates themselves to helping customers with all their Apple product needs?

We are currently seeking candidates to join our UK & Ireland Customer Service teams. We want to offer the same great level of customer service given to our customers in store and deliver it across all customer points of contact.

This means offering customers high-quality, sincere and helpful information on all Select products, services, and initiatives. The role is ideally suited to a candidate with exceptional communication skills, a good working knowledge of Apple products, and an understanding of departmental functions.

A desire, passion and willingness to learn, along with great interpersonal and customer service skills, are essential to being successful within the role.

Main Responsibilities

• Take incoming calls and manage the customers experience by answering questions, booking appointments, and resolving complaints.
• Manage inbound queries and concerns received through email and live chat.
• Offer support to the different departments within the organisation when required.
• Maintain accurate and up-to-date records for all customer databases.
• Update customer 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 accordingly as an Ambassador for Select, the UK and Ireland's largest APR.
• Handle customer feedback and assign to department managers.
• Create a welcoming atmosphere to our customers over the phone.
• Gather information for sales leads and assist in the development of the departments outbound sales strategy.
• Manage publicly available Select mailboxes.
• Identify attempts to defraud the company through coercion and social engineering.

Qualifications

• Excellent telephone manner and good levels of diplomacy. You will be part of a team that is the first point of contact for all telephone customers.
• An ability to deliver outstanding customer service with a keen eye for customer focus.
• Flexibility with a positive attitude to meeting business objectives.
• Ability to be part of a dedicated customer service team while also being 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.
• Any 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 our customers discover which Mac, iPhone, Watch or iPad is right for them - this is our passion.
• 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 you can demonstrate your passion, knowledge and determination, then we would like to hear from you.