Customer Service Advisor

Contact Centre Trainee Consultant

Hotel Chocolat

Job Specification

Salary: £12.30 p/h - Bonus up to £300 per month

Training sessions may be conducted on site.

Shifts: Monday to Friday between 8:30am and 7pm, Saturday 8:30am to 5pm, Sunday 9am to 5pm. Rota will be on a rotating shift pattern with 2 weeks notice. Opening times seasonal.

We are seeking customer focused, energetic individuals that care as passionately about delivering great customer service as we do. All of our team are empowered to make decisions and ensure every customer is left feeling 100% happy with the service they have received. If you have a real passion to do the same and want to be part of a team that really makes a difference, then this opportunity is for you.

Every contact into our Customer Service team needs to wow that's the way we do things at Hotel Chocolat, and you'll be working with our customers to ensure everyone has the best experience possible. You will have the skills to be completely empowered to handle all types of contacts including telephone, email, Live Chat and all social media platforms. You will talk to our customers about placing new consumer and B2B orders, recommending products and services and resolving product, delivery and despatch queries with their orders. In return your own excellent communication skills and engaging brand voice will ensure that together we always deliver 100% happiness, delivering personalised and thoughtful customer service through multi-channels.

Main Purpose of Role

• Achieve our Efficiency, Adherence and Quality standards
• Achieve individual Key Performance Indicator standards
• Deliver 100% Happiness whilst adhering to best practices to ensure every interaction considers cost efficiencies within the decision-making process
• Answer inbound telephone calls, respond to customer service emails and answer Live Chats to meet team service level agreement targets whilst delivering 100% Happiness to customers.
• Make outbound calls as required, either to reply to customers with queries, or to support targeted service campaigns as required.
• Provide cover in other areas of the Brand Centre as required.

Skills and Experience Essential

• Excellent communication skills both written and spoken.
• Ability to engage and motivate others through effective written communications.
• Results driven, meeting or exceeding current KPI's or targets.
• Effective in offering customers appropriate resolution whilst delivering 100% Happiness and supporting colleagues to do the same.
• Able to challenge processes and procedures to demonstrate better ways of working.
• Intermediate level of MS SharePoint, Excel, Word and Outlook.

Desirable

• Ability to coach and mentor team members to increase knowledge and efficiency.
• Competent and knowledgeable with Elucid, Vocalcom and other in-house systems.
• Familiar with areas of Call Centre compliance including adherence to GDPR guidelines, and ensure that agents operate to required standards and requirements when talking to our customers.
• A genuine love of chocolate would be an advantage!

Communication skills - Email & Live Chat

The ideal candidate would need to have strong written communication skills, with a particular focus on professional, clear and empathetic interactions via email and live chat. You will be expected to:

• Respond to customer and client enquiries in a timely, courteous and helpful manner.
• Demonstrate the ability to troubleshoot and resolve issues using written communication.
• Adapt your tone to suit different audiences while maintaining a consistent brand voice.
• Manage multiple chat conversations at once while maintaining attention to detail and response quality.
• Use BEEM where appropriate in all emails (Brand, Engage, Educate, Motivate).
• Use templates where appropriate, while also personalising messages to ensure a positive customer experience.

We care passionately about our people and extensive training is given prior to handling any live customer contacts, with ongoing support provided. However, you must have a strong customer service ethic to succeed in this role together with a desire to achieve personal sales and service targets and results.

Who are Konecta Group and Hotel Chocolat?

Konecta Group are an outsourced services provider which means we take and make calls on our client's behalf. One of our key clients is Hotel Chocolat.

Hotel Chocolat is the only company in the UK to grow cocoa on its own plantation.

Operational Days and Hours

With given notice, Konecta reserves the right to change your working hours.

Your contracted hours will be 8:00am to 10:00pm Monday to Sunday with a day off in lieu during the week. It is critical that you are available to cover weekends when required by the business. Konecta International reserves the right to change the working hours.

Systems & Training

Full training will be given by Konecta and will include supporting on-going training requirements for.

Position in Organisation

The Contact Centre Consultant reports directly into the Hotel Chocolat Team Leader.