Job description

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Call Centre Advisor (2270)

Call Centre Advisor

The role is responsible for the handling of all day to day enquiries from web and retail customers ensuring that The Watches of Switzerland Group’s brand values and standards are delivered through a World Class customer experience. Assisting customers with their ordering experience, tracking products and taking payment for customer purchases, through email, click to chat and telephone.

The role provides support and guidance on issues raised by stores whilst monitoring and checking current administrative process and procedures are followed.

Principal Accountabilities

  • Answer customer calls, web chat and emails in a professional and timely manner projecting the Company’s professional image.
  • Work cross functionally with internal departments to locate stock in order to fulfil orders, refunds and exchanges.
  • Fraud check orders and place orders by telephone, liaise with stores, special order teams and web despatch as necessary to ensure adequate supply and despatch of product for customer needs.
  • Communicating with customers via email, dealing with their queries and complaints in a positive and calm manner.
  • Providing first line support for Stores and ensuring that policies and procedures are communicated across the business.
  • Helping stores solve problems by giving accurate and timely advice, information and valid authorisations.
  • Educating stores in correct procedures.
  • Highlight and report on any exceptions and liaise with the Audit and Security team when needed.
  • Implement Aurum policies, sharing and spreading best practice throughout the business.

 
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Location
Braunstone - Leicester
3 Elland Road, Braunstone, Leicester, London, UK, LE3 1TT
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  • Salary:
    Competitive + Benefits
  • Location:
    Braunstone - Leicester
  • Brand:
    The Watches of Switzerland Group
  • Contract type:
    Permanent - Full Time
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