about 1 month ago
Shifts - 5/7 days between 7am - 11.30pm Monday - Sunday.
Training - 5 days, Tuesday to Friday 5pm to 10:30pm & Sunday 9am to 5:30pm
Start Date: 11/06/2018
Sainsbury's Supermarkets operates a home delivery shopping service called Sainsbury's Online where customers choose their grocery items online or by telephone, pickers then collect the required items from a Sainsbury’s store and these are then delivered to the customers. This service is available to about 88% of the UK population with over 170,000 orders being placed per week. Teleperformance works closely with Sainsbury’s to ensure that customers have a positive home delivery experience. We handle telephone order calls and customer care enquiries, helping customers place orders or with any delivery queries, payment problems or re-deliveries.
Objectives of the role:
To receive inbound telephone order and customer care calls
To resolve customer queries and complaints
To achieve agreed campaign targets and standards
To record data accurately
To maintain a positive attitude and a high level of customer service at all times
Communication: To ensure that communication is accurate and informative, that implications of any recommendations are clearly communicated and understood and to identify and use the best communication media for the situation.
Customer Service: To take personal responsibility for solving customer issues, recognise the importance of internal customer service and know who key internal customers are, actively champion the customer and effectively communicate the brand values to the customer
Effectiveness: To develop and incorporate approaches and methods to ensure that tasks are completed accurately, to take pride in producing accurate / quality work, to deal with unforeseen problems and demonstrate success in chosen course of action.
Strong communication skills
Strong listening and questioning skills
Ability to capture data accurately and within guidelines
Good word processing ability