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Description
Exeter based
Full-time (38 hours)
Salary - £24,375
Select (part of the Select Technology Group) is the leading Apple Premium Reseller in the UK and Ireland with 18 stores across England, Ireland, and Scotland.
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.
Essential Experience/Criteria
The right candidate will have experience in and must be able to show:
Excellent telephone manner good levels of diplomacy. You will be part of a team that are 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
Additional desired experiences and criteria that would be of great benefit to applicants:
Excellent drafting skills
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
What do you get from working at Select?
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
Pension Scheme
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.
To apply for the role of Customer Service/ Call Centre Advisor, please submit your CV.
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