Inbound Customer Care Agent - Maternity Cover

Job content

Job Title

- Inbound Customer Care Agent - Maternity Cover

Location - Telford

Schneider’s purpose is to empower all to make the most of our energy and resources, bridging progress and sustainability for all. We call this Life Is On.

Our mission is to be your digital partner for Sustainability and Efficiency.

We drive digital transformation by integrating world-leading process and energy technologies, end-point to cloud connecting products, controls, software and services, across the entire lifecycle, enabling integrated company management, for homes, buildings, data centers, infrastructure and industries.

We are the most local of global companies. We are advocates of open standards and partnership ecosystems that are passionate about our shared Meaningful Purpose, Inclusive and Empowered values.

www.se.com

Are you our next Inbound Customer Care Agent? Schneider Electric has a great opportunity for the right person to join our well-established team to cover the duration of maternity leave as an Inbound Customer Care Agent.

What do you get to do in this position?

To provide a single point of contact for customers across all business areas remaining pro-active and professional when dealing with enquiries from internal and external customers. To provide a level of customer service that will meet and exceed expectations

What are your key responsibilities in the role?

• Accepting inbound telephone calls from our customers into our national Customer Contact Centre, directing them to the right place first time if the required information cannot be provided by the Customer Care Adviser using the tools available and their knowledge base.
• Knowledgeable service to provide:
  

Product price and availability across all Schneider Brands.

Standard delivery days and cut off times for deliveries

Telephone extensions and connection as required

Franchise Distributor location and contact details

Local Sales Engineer information

Discount groups and weights

Proof of delivery for dispatched goods

Information for events and promotions

Support the returns process

Advise on Logistics service offer

Promote Schneider digital tools to our customers

Catalogue order requests

• Responsibility to promote products and services including My Schneider that will complement the Customer’s enquiry, and add to customer’s order where appropriate. Log details as appropriate on Salesforce.
• Log each call in Salesforce with sufficient information; verify customer details to provide a comprehensive audit trail. Create a new Customer record as and when necessary.
• Accept and process on-line a Customer’s urgent order request for next day dispatch, collection or same day delivery to the customer or a 3rd party address.
  

Quote accurate delivery charges to every postcode in the UK and Ireland. Qualify stock availability before order acceptance.

• Responsibility to view the call traffic display information “wall board” to ensure that every effort is made to answer the incoming call in the shortest possible time frame. Ensure “not ready time” is minimal to achieve Service Level Agreements.
• Provide a basic product support knowledge including dimensions for customer requests, using online tools for support. Identify complex technical calls which cannot be dealt with in the Customer Care Centre and place these with the correct Technical area in accordance with the Entity instruction and technical disciplines.
• Liaise as necessary with the Logistics operation to improve outstanding lead times and delivery dates. Interact with the Transport team on all matters concerning delivery tracking.
• Provide an efficient and professional written response to customer enquiries received via the Schneider website in the form of Web Queries and Chat function. Forward enquiries efficiently to other areas if necessary.
• Have an understanding of quotations and transfer calls accurately to the correct bid team using the product directory, ensure accurate information is detailed in Salesforce.
• To handle customer complaints or escalations efficiently until resolution. Log each complaint on Salesforce with as much detail as possible.
• Support marketing with initiatives to introduce new products and reduce stock of old parts to become obsolete.
• Provide an efficient and professional written response with an audit trail to customer enquiries received via e-mail.
• Promotion of the Team “spirit” that sets the scene for a dynamic and dedicated Contact Centre activity aware of their collective and individual responsibility to Customer Satisfaction.
• Provide a “back-up” service to the Department for standard order processing, concerns and general administration duties as and when required.
  

This role might be for you if?

We are looking for PC literacy, good key board skills and an excellent telephone manner. The post holder must be literate in the English language, and be flexible and adaptable. You will have general office experience, ideally in a contact centre environment, customer service experience and be educated to GCSE level or equivalent in English and Maths (Grade C or above). SAP knowledge is desirable.

The successful candidate will have the ability to work on their own initiative with a willingness to cooperate with others and be a motivated team player. Good communication skills are essential. You must be able to work efficiently in times of high workload.

Candidate must also provide evidence of eligibility to work in the UK

What we can offer you:

You can look forward to growing your career in a dynamic workplace with significant personal responsibility and attractive development opportunities

Flexible working models to ensure a balance of family and working life

Optimal support on your career path through regular training opportunities

A dynamic and personal atmosphere, working with a global energised team

A company culture that encourages performance and cooperation

An attractive compensation package including the comprehensive fringe benefits expected of an international company

We seek out and reward people for putting the customer first, being disruptive to the status quo, embracing different perspectives, continuously learning, and acting like owners. We want our employees to reflect the diversity of the communities in which we operate. We welcome people as they are, creating an inclusive culture where all forms of diversity are seen as a real value for the company.

Please submit an online application to be considered for any position with us. This position will be posted until filled.

If our recruiting team determines your background may be a good match for this position, we’ll contact you directly regarding the next steps in the process.

You know about us, so let us learn about you! Apply today.

We look forward to receiving your application via our online job portal.

Schedule:Full-time

Req:006ZFZ