Web Chat Associate
Posted on Dec 10, 2018 by Anonymous
Are you a great communicator? If so, then you'll make a great Web Chat Associate within our contact centre in Morley, near Leeds.
As we know that some of our customers and retailers prefer to talk to us through chat, social media and messaging rather than speaking on the phone so we're setting up our own web chat service, and this is where our Digital Customer Service Team comes into play. Your role within this team will be to respond to written digital messages from our customers and retailers, providing exceptional customer service and ensuring that all complaints, queries, and questions are handled in the correct way, or escalated accordingly.
You'll be speaking with a wide range of customers and retailers who are all in varying situations, so you'll need to be sure you're working to our internal and external processes and regulatory requirements. You'll be handling conversations that may involve other business functions too, so you'll be used to listening to customers and making decisions on who can help them best.
You'll be handling sensitive data at times too and you'll need to be accurate and have an eye for detail; after all, you'll be updating our systems and making sure information is keyed in and stored in the correct manner.
A big part of your role will be to help us improve the way we work - you'll be the expert! You'll identify improved ways of working, and you'll even be able to potentially develop new processes that improve service and reduce costs.
You'll need to have a few key skills to succeed in this role. Web-based IT skills with experience of written communication (email or web chat) in a business environment are a must, and if you have experience of interactive messaging with customers, that's even better! We're also looking for people with exceptional English language skills, including strong grammar, punctuation, and spelling skills. You'll need to be able to communicate ideas and complex matters in an easy to understand way. Multi-tasking is a key skill here too, as you'll often be managing more than one conversation at a time.
Ideally you'll have worked in a previous chat or digital messaging role, displaying customer services skills such as empathy and complaint management. We're looking for people with at least 3 GCSEs from grade A to C, and any previous exposure to customer service IT systems is beneficial. You'll need to be a quick typist who stays positive in challenging situations, and remains calm when several things are happening at once!
We'll give you plenty of training as soon as you join us, so you won't be thrown at the deep end. You'll definitely have the opportunity to hone your web chat skills before you start speaking to our customers.
If you feel that you've got the communication and customer service skills to knock this role out of the park, then we'd love to hear from you. We need outgoing, lively people who are used to fast-paced environments and can stay calm under pressure, so if you can keep a cool head, handle the toughest customers, and provide our website visitors with a grade-A customer service experience, then please get in touch with your CV