VACANCY ................................... Toast Mail order Contact Centre Supervisor Job description Contact Centre Customer Services Supervisor TOAST designs clothes and homewares for modern living (for both men and women). We endeavour to create products that are unique – designed with great care, made of the best quality fabrics – and present them in simple but original and inspiring ways. We are known for our seasonal photography campaigns – which take us all over the world and continually expand our influences – as well as a consistent dedication to depth of thought in everything we do. The emphasis within the TOAST workplace is on simplicity, originality, creativity and thoughtfulness. We work hard to communicate intelligently with the wider world (to assume intelligence in those we engage with) and strive against doing the obvious. We value serious thought in many broad fields – in art, literature, design, philosophy, travel, science…. – as much as we do in fashion. Though our output may appear simple, it is always produced with great attention to detail. You are a catalyst for TOAST’s successes. To realize our ambitions we need you to share our interests and values, have an enthusiasm for TOAST itself, a deep knowledge and love of your own specialist area, and a wealth of life experience. With this common ground we can work together with clarity of thought, producing innovative ideas and always doing our very best for TOAST. In return for your dedication, TOAST will offer a supportive and friendly working environment with flexible working hours and generous staff discounts. You will receive a comprehensive induction; including product and brand training, that helps to plant a deep understanding of TOAST that can be carried confidently through your work and into the outside world. Contact Centre Customer Services Supervisor UPDATED 1st August 2013 REPORTS TO Call Centre Manager LOCATION Swansea CONTRACT Permanent Part Time HOURS Evenings and weekends ROLE OVERVIEW The Contact Centre Supervisor provides help and advice to team members and customers. You will be experienced in supervising staff with the ability to guide your team and answer queries. You should have the confidence to use your initiative to effectively resolve any issues. Supervisors need to be confident in order to make decisions, be enthusiastic about the brand and the service we provide. You must have excellent communication skills, be friendly very approachable and have a lovely warm telephone manner. You will be customer focused with excellent customer care skills. as well as being able to guide your team and ensure that they provide a high level of customer service at all times. You will need to have a professional attitude when interacting with customers and team members. ROLE IN DETAIL · Manage and support team members. · Communicate well with team & customers’ · Respond to team & customer queries, including social media · Research required information using available resources · Handle and resolve customer issues. · Process refunds or good will gestures for customers · Provide customers with product information · Enter customer information · Process orders, forms and applications · Identify and priority issues · Route calls to appropriate resource · Follow up customer calls where necessary · Keep accurate records · Carry out call and email monitoring and feedback for staff development · Observes and evaluates staff performance · Assist in overall team development · Communicates with other departments and management to resolve problems EXPERIENCE · Supervisory experience · Customer service experience · Proficient in relevant computer applications · Knowledge of customer service principles and practices · Knowledge of call center telephony and technology · Good data entry/keyboard skills · Knowledge of administration · Relevant product knowledge PERSONAL QUALITIES · Good communication skills, including listening skills · Problem solving skills · Customer focused · Good organisational skills · Attention to detail · Polite & Friendly · Professional · Adaptable and flexible · Team player · Ability to use own initiative · An appreciation of the brand. HOW TO APPLY Please email a cover letter with full CV to: , for the attention of Julie Baker When writing your covering letter please make sure you make it as lively as possible by letting us know a few things about yourself Job summary Job ID 2868558 Posting Date 01/08/2013 Company Toast Mail order Location UK-WA-Swansea Industries Retail Job type Full time Career level None Salary Above minimum wage FOR MORE INFO PLEASE VISIT https://jobsearch.direct.gov.uk/GetJob.aspx?JobID=2868558&JobTitle=Contact+Centre+Supervisor&rad=10&rad_units=miles&pp=25&sort=rv.dt.di&vw=b&re=3&setype=2&tjt=&where=sa91hd&q=&pg=4&AVSDM=
Posted on: Mon, 05 Aug 2013 12:07:06 +0000
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