In a Support Centre (SSC), you will be the face of our client's brand, delivering best in class sales, product and technical support. You will need to showcase innovative problem-solving combined with excellent people skills to ensure the client's customers receive the best possible experience at all points of the customer journey.
You will be expected to welcome all customers in a warm and friendly manner and make them feel comfortable and relaxed in the SSC. You will also receive excellent technical and sales training to enable you to determine the best outcome for customers, while keeping your own technical knowledge up to date.
The SSC is a premium location for repairs, customer support and advice on the high street. As a Level 1 working in the SSC you will be responsible for providing outstanding customer service to customers in the handling and resolution of enquiries, problems or requests for help in relation to their products. The role will offer support across smartphones, tablets, wearables and accessories with the ability to diagnose software faults, conduct software repairs and also perform data backups.
As a Service Centre Advisor you will quickly diagnose product issues, explaining situations with patience and understanding. After determining whether repairs can be done or a replacement is needed, you will then offer solutions to quickly resolve problems and get the clients users back to enjoying their devices.
You will also need a strong sales and customer focus, able to offer excellent customer experiences and ultimately ensure you bring to life brands premium products in an engaging environment by demonstrating the unique features of the client's technology.
Can demonstrate excellent people skills and the ability to build enduring relationships with customers and colleagues
Ability to offer outstanding customer service and be the meet and greet contact within your centre.
Ability to remain calm and clear, deliver excellent customer service while trouble shooting and resolving technical issues.
Excellent timekeeping and process management - ensuring repairs and resolutions are completed within agreed timeframes.
Technical passion and understanding of software and have a good understanding of how to solve technical problems
Demonstrate high presentational standards both environmentally and personally and be proud to be part of a winning team
Have an excellent understanding of sales processes, closing sales and solutions selling.
Additional Requirements -
You will also be called upon to:
Deliver excellence through measurable performance indicators, including customer satisfaction, net promoter scoring (NPS), sales performance, in store compliance standards, repair rates and device turnaround times.
Take pride and ownership of your Store environment, aspiring to showcase the client's experience to the highest possible standards.
Ensuring you are working together with your team and line manager to live and breathe the brands Vision.
Communication and influencing skills - excellent communication skills, friendly and can adapt to different audiences.
Problem solving - likes to analyse problems and will work out solutions and options to resolve.
Customer orientated - customer centric, with an awareness of differing expectations and needs.
Reliability - always wants to ensure a job is done thoroughly to the required standards.
Ownership - can make decisions quickly and can manage customer interaction n a positive manner.
Personal awareness and presentation - high personal standards in presentation and behaviours, and will continually look for improvements in the store environment.
This role will see you working for Blue Square whilst supporting Samsung.
This is a generic vacancy template