Contact Center - Consumer Care Agent & Sales

All about the role:

Location: Luton, LU4 9QQ; hybrid working scheme is available after successful passing of probationary period.

Salary: £23,500 - £24,500 gross p. a. (based on 37.5 hours per week) + quarterly bonus

Contract: Permanent

The role is full time based on a 37.5 hour week with variable shift patterns.

The general opening hours of our Contact Centre are Monday to Friday, 8am to 6:15pm and Saturdays 9am to 1pm (you will be required to work 1 in 4 Saturdays).

What you'll do:

This role is to work proactively as part of the Consumer Care team in responding to and answering/resolving calls and correspondence received from consumers. As part of this role, the job holder will deliver and provide outstanding service to end consumers and trade customers for both pre-sales and post-sales enquires/requests.

In detail, you will:

• Provide the highest levels of service to our consumers, in line with department and business expectations
• Investigate and resolve escalated complaints, fully owning the case to full resolution
• Fully own and pro-actively resolve consumer and customer cases
• Use the business feedback tools to gain true understanding of the consumer and customer journey
• Identify and respond to the needs of our consumers
• Proactivity support and aim to continuously drive improvements in the team, department and business with the consumer and customer at the center of all we do
• Actively contribute to individual, team, and departmental improvements to ensure customer service is taken to the next level
• Build strong working relationships through proactive communication with both internal and external stakeholders with a view to resolving consumer & customer queries
• Accurately record and process all consumer information on to the Consumer Service CRM System and relevant systems, in line with GDPR regulations
• Seek out opportunities to upsell through service
  
  

Qualifications:

• Experience within a sales or customer service environment preferred
• Passion for delivering a first-class consumer experience
• Excellent communication & influencing skills
• Strong active listening skills
• Accuracy and attention to detail
• Teamwork and flexibility
• Reliable and self-motivated
• Excellent organizational skills
• Fluent in English
  
  

Benefits Highlights:

• Excellent Development Opportunities
• Hybrid working
• Defined Contribution Pension Scheme - Company contribution up to 8%
• 25 days holiday plus Bank holidays
• Enhanced Company Sick Pay
• Healthcare Cash Plan – cashback towards dental and optical, complementary and alternative therapies, savings on shopping, restaurants and gym membership
• Life Assurance 3 x salary
• 50% Staff discount, 40% friends and family discount
• Employee Assistance Programme – 24/7 GP, mental health support, financial, legal, health and nutrition advice
• Premium Subscription to Calm App
  
  

At Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home.

As part of Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.