Customer Support Apprentice (Ref 16359)

Customer Support Apprentice (Ref 16359)

Recruitment Service No Comment
  • Apprenticeship
  • Sheffield S2
  • Posted 7 days ago
  • £187.50/week

An enthusiastic and professional apprentice is required to work towards their Customer Service Level 2 and be part of a fun and friendly team within the Team KnowHow contact centre. You would be working in a Contact Centre environment, with a responsibility to provide an excellent level of professional customer service to customers by providing advice on all aspects of business affecting customer’s repairs. You will be expected to support customers on the repair journey and resolve technical questions on most digital products, including yet not exclusively televisions, laptops, desktops, PCs and tablets. The exact nature of your own calls will be dependent on your own level, training and the incoming lines routed to you.

Summary
– Using your knowledge on technical and digital products to resolve customer issues and queries, offering tailored solutions.
– Contact is predominantly via telephone.
– To meet call quality standards in order to contribute to the overall level customer satisfaction.
– Take ownership and responsibility of the customers queries, providing “right first time” resolution minimising repeat queries.
– Use own knowledge, access to company systems etc to advise customer and resolve queries.
– Meet agreed performance targets.
– Provide regular and consistent feedback on performance and support the development of others.
– Follow company guidelines on call handling, specifically in gathering essential product and customer information.
– Make decisions within business parameters to fulfil customer requirements.
– Keep up to date with procedural/operational/technological changes and attend company training courses when required.

 

Requirements: 

– Excellent communication skills, resulting in first time resolution.
– Good teamworking skills.
– Knowledge of Keyboard skills and knowledge of Word and Excel.
– The ability to adapt your communication style to meet the needs of the customer.
– Excellent problem-solving skills.
– Ability to adapt to change and flexibility to meet the needs of the business.
– Excellent reliability and time keeping.

– Energy and enthusiasm with great listening skills to be able to help the customer with their needs.

 

Training:  Apprenticeship in Customer Service Practitioner Level 2 Apprenticeship.  Functional Skills in maths, English and ICT.

 

Hours: Monday – Friday and possibility to work 1 in 2 weekends.

 

Pay: £187.50 per week.

Apprentices will be employed on a permanent contract and will be paid £5 per hour for the first 34 weeks. This increases to £7 per hour then after 12 months £9.18 per hour and you will join the usual progressions scales.

 

Please click on the button below and complete the form. We will get back to you with more information and details of how to apply for the opportunity.  If you prefer, you can contact us on 0800 652 9900 with the vacancy reference number, along with your name, address and date of birth and we will email or post you details of how to apply.

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