Customer Service Advisor

Working on behalf of HMV, the UK and Ireland's leading specialist retailer of Music, DVD/Video, Computer Games and Related Products. HMV aims to deliver market leading customer service; you will have a passion for representing the HMV business and it's associated products and services.

The role requires handling multi-channel inbound communications from customers about their online account's, whilst delivering exceptional service that will consistently exceed customer expectations and result in increased customer loyalty. A critical element to the role is providing feedback to HMV on customer behaviour, contact drivers and escalating potential risks. The role requires a professional and dynamic approach to customer care with a desire to continuously improve the way in which HMV manages contact with their customers.

Main Purpose of the Job:
* Effectively handle all email & telephone enquiries in a world leading professional, helpful and dynamic manner
* Building rapport with customers to ensure customer service excellence and to resolve customers queries, problems or complaints
* Meet challenging targets in telephony, quality (including verbal and written), and customer satisfaction
* Consistently exceed the Customer and Client's requirements and expectations
* Fully understand and adhere to the HMV and HGS Customer Service Standards at all times
* Use initiative to ensure that the customer's expectations are always met, if not exceeded
* To have a good understanding of HMV products, customers and market place
* Escalation of risks to minimise impact to HMV, it's customers and HGS
* Liasing and providing feedback within the team - in order to improve service and quality.
* Ensuring that all customer contact is handled in a professional manner in line with HMV methodologies, values and principles - maximise all interactions to promote products and services and aid in customer loyalty.
* To use the in house system efficiently - update and maintain.
* To have a good understanding of HMV's market place, industry and it's competitors
* Work closely with the Team Manager to highlight operational risks, and areas for improvement within the service team.
* Actively contribute in team meetings and share knowledge with colleagues to maximise knowledge retention within the Service.

Salary:
Very competitive

Start Date:
Monday 26th Nov

Duration of project:
Until mid December

This vacancy is being advertised by TribePost Ltd. The services advertised by TribePost Ltd are those of an Employment Agency.

This vacancy would be of interest to job seekers searching for the following vacancies: Customer Service Advisor, Call Centre Advisor, Customer Services, Inbound Customer Services, Customer Service Assistant, Consumer Advice, Customer Service Agent.