Careers at Kenwood: [CLOSED] Contact Centre Support

[Position Closed] Job Title: Contact Centre Support

Grade: B3

Reports to: After Sales Quality Manager

Direct Reports: None

Date Created: July 2019

 


 

Purpose:

To efficiently assist the After Sales Quality Manager in monitoring consumer engagement of the outsourced Contact Centre to ensure high quality levels of responses to consumers and retailers are achieved and in accordance with De’Longhi Group standards and procedures.


Principle Accountabilities:

  • Identify product quality issues through monitoring consumer engagements and provide feedback to the After Sales Technical Trainer
  • Provide efficient Web-chat responses in accordance with departmental service standards and relay company information regarding products and services to consumers
  • Assist in producing product training material for all UK Subsidiary After Sales Departments and Contact Centre
  • Ensure escalated communication from the UK Contact Centre is responded to efficiently so to maintain the Group SLA targets
  • Mentor and assist in training new employees within the UK Contact Centre
  • Approve and request consumer refunds in accordance with company procedure
  • Regular visits to the UK Contact Centre as and when required
  • Ensure that any enquiries or cases involving injury or property damage are prioritised and recorded accurately, ensuring all information is collated and passed to appropriate personnel
  • Contribute to the Customer Support Knowledgebase by making suggestions for new articles
  • Any other duties as requested by the Contact Centre Quality Manager

Main Responsibilities:

  • Analyse the UK Contact Centres consumer engagements to ensure all are completed in a professional manner providing a high quality of service expected of a premium brand
  • To provide escalation management for the Contact Centre
  • Monitor the daily results of the Customer Satisfaction Survey and contact customers as and when required
  • Identify ongoing training requirements within the UK Contact Centre providing feedback to the After Sales Technical Trainer

Key Interface – Internal/External

Internal

  • After Sales, Magna Park, Logistics, Internal Service Centre, UK Sales, Group Quality

External

  •  UK Consumers, UK Service Agents, UK Retailers, External Call Centres

Qualifications, Skills & Experience:

Essential:

  • GCSE passes in English and Maths or equivalent
  • Proven experience in a Customer Service role preferably dealing with consumer products
  • Competence in Microsoft Office including Word and Microsoft Excel software packages
  • Ability to work well in a team, collaborative approach to working
  • Excellent communication skills (written and verbal)
  • Polite communicator
  • Can-do attitude
  • Works well under pressure, resilient
  • Analytical skills, ability to provide insight / recommendations from data
  • Organised, precise, attention to detail
  • Sound knowledge of Web-Chat and social media communication
  • Ability to travel

Desirable:

  • NVQ Level 2 Customer Service
  • Coaching experience
  • Creating training material
  • Educated to A Level or equivalent

 

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