About The... Please note, this is the advert to be applied against for our temporary teams who have been advised that they have been successful in gaining a permanent position with Morrisons. When completing this process...
In our determined efforts to ‘Feed the Nation’ we’re adapting to the new normal - and we’re looking for home workers to join our Contact Centre Team as Customer Assistants.
At Morrisons we put our customers 1st by listening hard and responding quickly to deliver outstanding customer service.
In our customer service team we listen to customers across all channels and respond to customers who require advice and guidance or have cause for complaint. We also provide valuable customer insight to the business to drive change and improvements.
The purpose of this role is to listen to and understand the customer’s query or complaint, across all contact channels, adopting a friendly and helpful approach, demonstrating genuine empathy, engaging personality and problem solving techniques to achieve 1st time resolution, and then provide accurate qualitative data to the business so we can learn how we can improve their experience whilst giving them the reason to continue choosing Morrisons
This will be a home based role, so it’s key that you have access to a suitable working environment, away from any distractions and your own secure wifi connection.
Morrisons is an equal opportunities employer who welcomes applications from all areas of the community, we are committed to ensuring that our teams will always strive to put our customers first and to build diverse, dedicated teams.
What the role includes
To deliver outstanding customer service to all customers first time and every time, representing Morrisons to your customers
To listen hard to customers and respond quickly, helping your customer feel valued, as you make decisions and take action
To own your customers’ issues, apologising for perceived disappointment and clearly agreeing steps to resolution
To enjoy the freedom to make decisions in an unscripted environment, making balanced decisions for the benefit of your customers and the business
To demonstrate teamwork by assisting stores with customers, taking ownership and working together with store colleagues to ensure the customer is happy
To identify opportunities to improve our service and processes to enhance customer and colleague experience, sharing these with your Team Leader and in the “Your Say” forum
To work with other departments to ensure customer needs are met - identifying opportunities for change to provide your customers the best possible shopping experience
To record consistently accurate information regarding your customer interactions to enable the business to present an accurate picture of our customers, whilst prioritising and planning for service improvements
To demonstrate teamwork by working in stores for 5 days each year, taking the opportunity to engage face to face with customers and understand the challenges faced by store colleagues
To maintain an excellent attendance record aligned with your work patterns, which are designed around customer requirements
To undertake an honest day’s work by being on time, every time and making as much of your working day available to customers and colleagues as is required
Key Requirements
Although we don’t expect you to have previous call centre experience, what we do need is:
A team player with a positive attitude
Patient and personable, you may have worked with the elderly or vulnerable before
An excellent, clear and concise telephone manner
Organised and flexible in approach
Reliable and punctual
You’ll have permanent access to a quiet work environment with high-speed broadband connectivity
Dynamic, engaging personality
Have a real passion for customer service
Great listening skills
Excellent communication skills demonstrating positive language
Ear and eye for detail
Problem solving ability
Effective Decision Making
Please note, it is also important that all applicants live within 1 hour of our Bradford office as there may be occasional requirements to travel to the office.
Our aim to offer more of what matters extends to our employees too. Join us and you can expect to enjoy great career prospects and a very competitive pay and benefits package. In addition to an attractive salary, we offer a discount card for you plus two more for friends or family members giving you 10% off your shopping in Morrisons. We also offer company share options, a highly competitive pension scheme, Life Assurance and more besides.
We are an equal opportunities employer and welcome applications from all sections of the community.
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