Consumer Service Agent Spares

Job description

POSITION DESCRIPTION:
Consumer Service Agent – Newton Aycliffe

The primary function of this role is to work proactively as part of the Consumer Care Spares Contact Centre in answering inbound  calls, handling inbound emails, delivering and providing outstanding customer service to Trade Customers,  end users and internal customers.  This is for both pre and post sales enquiries and requests.

The vacancy has arisen to due increased sales from our internet business which has resulted in Electrolux receiving more enquires from the general public. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
• To handle telephony traffic for a  pre-sales, point of sales and post-sales environment
• To resolve and process all consumers’ enquiries and requests in a professional manner
• To investigate and pro-actively resolve any consumer complaint to the departmental standards.
• To accurately input orders onto the in-house system, and take card payments
• To work as part of a team towards meeting and achieving, individual, team and department objectives
• To work and support all internal customers within and linked to the business.
• To take relevant decisions and actions regarding all consumers enquiries requests and complaints within the business and departmental working practices and processes.
• To plan working day and prioritise relevant tasks.
• To be able to communicate with both external and internal customers at all levels.
• To have a continuous and high-level focus on consumer service.
• Actively contribute to individual, team and departmental improvements to ensure Consumer Service is taken to the next level.
• To ensure all enquiries, questions, issues and consumer complaints are always fully resolved.

COMPANY DESCRIPTION
Electrolux is a global leader in home appliances, based on deep consumer insight and developed in close collaboration with professional users. We offer thoughtfully designed, innovative and sustainable solutions for households and businesses, with products such as refrigerators, dishwashers, washing machines, cookers, vacuum cleaners, air conditioners and small domestic appliances. Under esteemed brands including Electrolux, AEG, Zanussi, Frigidaire and Electrolux Grand Cuisine, the Group sells more than 50 million products to customers in more than 150 countries every year. In 2014, Electrolux had sales of SEK 112 billion and about 60,000 employees. Electrolux has been doing business since 1919. The headquarters are located in Stockholm, Sweden, and the Electrolux share ELUXb is listed on Nasdaq OMX Stockholm.

Desired profile

POSITION REQUIREMENTS:

Consumer Service skills:
• Communication & influencing skills
• Listening skills
• Keyboard skills
• Accuracy
• Quality Orientation

As a communicator:
• Convey information to all concerned clearly and convincingly and with self-confidence both verbally and in a written format.
• Able to address external stakeholders in a professional and convincing manner.
• Able to engage colleagues and managers to build strong networks.

As a person: 
• Act with integrity, honesty and morale
• Are open and want to grow by learning and developing yourself
• Are accountable and take responsibility also for failures
• Are ambitious and truly motivated to perform
• Want to do what matters
• Are a true team player

As a team player:
• Demonstrate ability to work alongside and within a strong team
• Good Interpersonal skills on all levels
• Value and understand the individual needs of each member of the team
• Build relationships within the team that create trust, respect and honesty