Customer Service Agent

Job description

Customer Service Agent

Position ID:     req7109

Sector:     Major Appliances EMEA

Functional Area:     Consumer Care/Customer Care

Location:     Luton, GBR

Number of Openings:    1

Reporting to:                   Customer Service Team Leader

Employment Type:     Temporary

Apply By:                           15th June 2017

 

POSITION DESCRIPTION:

Customer Service Agent

ROLE OBJECTIVES:
The primary function of this role is to deliver Best in Class Service across all our work channels.
A key focus is to work proactively to achieve operational excellence with the aim to create and maintain an outstanding experience for our customers.

You will be required to manage inbound and outbound calls, email queries and accurately process orders. You will be the first point of contact for pre sales enquiries and will be expected to manage your time and availability to meet our service level agreements.

KEY OPERATIONAL RESPONSIBILITIES:
• To handle inbound and outbound traffic (fax, email, post, telephone) for pre-sales environment
• Resolve and process all customers’ enquiries, requests to the departmental mission statement
• Investigate and pro-actively resolve any customer complaint to the departmental standards
• To ensure fulfilment of orders where possible
• To accurately record and process all call/customer information on to the Customer Service computer systems
• To work as part of a team towards meeting and achieving, individual, team and department objectives
• To work with and support all internal customers within and linked with the business
• 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 customer service
• Actively contribute to individual, team and departmental improvements to ensure customer service is taken to the next level
• To add to and aim to improve the working environment for individual, team and departmental levels
• To ensure all enquires, questions, issues and customer complaints are always fully resolved whilst applying reasoning over potential costs and liabilities and these are fully owned either by agent or internal customer.

COMPANY DESCRIPTION
Electrolux is a global leader in home appliances and appliances for professional use, based on deep consumer insight. We offer thoughtfully designed, innovative and sustainable solutions, developed in close collaboration with professional users. The products include refrigerators, ovens, cookers, hobs, dishwashers, washing machines, 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 60 million products to customers in more than 150 markets every year. In 2015 Electrolux had sales of $14.7 billion ($5.1 billion in North America) and 58,000 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:

CRITICAL FUNCTIONAL SKILLS:
• Excellent Customer Service skills
• Supply Chain knowledge
• SAP knowledge
• MS Office, preferably intermediate
• Excellent communication skills
• Attention to detail and organisational skills
• Product Knowledge

COMPETENCY FRAMEWORK REQUIREMENTS

As a communicator:
• Convey information to all concerned clearly
• Are able to address external customers 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
• Lead by example
• Passionate and energetic
• Are open and want to grow by learning and developing yourself
• Are accountable and take responsibility
• Are ambitious and truly motivated to perform
• Want to do what matters
• Are a true team player
• Resilient, honest individual who is highly motivated
• Customer and quality focus, with a passionate commitment to improving business performance

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