Service Support job in Cromer at Homebase

Service Support

Company: Homebase

Location: Cromer UK

Date Posted:Mar 16, 2017

HOMEBASE PROPOSED POSITION DESCRIPTION 1.Position Details: Title:Service Support Function:Operations Division:Bunnings Group Limited Location:UK & Ireland  2.Relationships: Manager:                                                     Store Manager Other positions reporting to this manager:                                 Positions Directly Supervised:Not Applicable   3.Primary Purpose: Answering the telephone to all incoming customer calls Managing the instore telephone systemOwning the customer relationship i.e. responsible for either answering,transfering the customer query directly or getting the answer and calling the customer back in a timely mannerMaintaining up-to-date records of customer feedback – Have Your Say, Letters, Telephone Calls etc.Liasing with the store support call centre as required to ensure all customer queries are followed up to resolution as requiredAny other reasonable administration tasks or duties as requested by your manager                5.Key Result Areas: 5.1SafetyPersonally act in a safe manner consistent with company requirements 5.2ServiceServe all customers in a friendly and helpful manner;having a good awareness ofCopies of adverts Flyers/cataloguesRegularly walk shop floor to understand new products/product locationsMinimise calls going through to team on floor Ensure customers are called back promptly if initial call cannot be answered or transferredCustomers should receive initial contact as soon as possible, but must be within 24 hoursMonitor and track complaints and issues to ensure swift resolution and implement learnings to enhance the customer experience going forwardMonitor reasons for calls and feedback to manager so action can be taken to reduce need for customers to call 5.3CultureAct consistently with the values of the store  5.4Trade Practice LawsConduct all tasks and activities in accordance with all applicable laws including Trading Standard Laws   6.Equipment Operated/Technology Used: Office applications, including 365, E-mail, Excel & desktopOracle payrollSAP, including RFSAP PortalExperience with: Coupa, Tills, Dashboard, incident manager, ad-hoc websites.                   7.Minimum Requirements Work Experience: Ideally knowledge of the sales floor,store process and an awareness of product knowledge  Skills/Knowledge/Abilities:  Personal Attributes:Teamwork and service aptitudeSelf motivatedHigh level interpersonal skillsResillientOpen communication stylePassionate about serviceEnergy/DriveExcellent organisational skillsBunnings cultural “fit”       8.Authorisation:  PD approved by: Signature:Date: Current Occupation:Page 1 of 3                            View full job description
JobCentre Plus 2 years ago
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