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- Last updated: Friday, 21 October
- Adoos Reference: 92079
- Location:
London
Description
Description of duties - Our purpose is to help our customers make the right choice every time through simple, impartial advice and by doing this for every customer, improve our service levels and continue to build the reputation of the Company.
Job description KEY RESPONSIBILITIES:
SALES/CUSTOMER SERVICE
- Answering Inbound queries, product information requests and converting these into sales.
- Using effective questioning skills to provide customers with the correct recommendations to meet their individual needs.
- To ensure consistently high standards of customer satisfaction is achieved in every call.
- To meet and exceed minimum targets set in all current Key Performance Indicators (KPI)
e.g. Gross Margin, insurance, Talk Talk, accessories and any others that may be informed by the Department Manager.
- To keep up to date with all current promotions, whilst maintaining impartiality and integrity when selling to the customer.
- To gather ideas and methods to improve sales.
- To maintain a high level of product knowledge across all product categories, using all available means of information and learning.
COMMUNICATION
- To communicate professionally with both customer and colleagues in accordance with the Company's 5 FUNDAMENTAL RULES and the Direct Sales CORE VALUES.
- To keep colleagues informed of any outstanding and potential customer issues to ensure we always deliver 'customer delight'.
- To effectively communicate, clearly and concisely, both verbally and in written form.
PROCEDURES AND ADMINISTRATI0N
- To keep up to date with new policies and procedures, using all available means of information
- To ensure that personal conduct is in accordance with the Carphone Warehouse employee handbook.
- Take initiative to follow through any department procedures and Company Policy.
- To comply with Health and Safety procedures as outlined by The Carphone Warehouse Health and Safety Policy at all times.
DELIGHTING THE CUSTOMER
- To ensure that consistently high standards of customer satisfaction are achieved on every call.
- To Listen to and empathise with the customer, ensuring that the customer experience is always the focus.
- To remain calm, objective and professional when managing difficult customer issues.
- To display a passion for serving their customer efficiently, in their language and behaviour.