Salary: £26,424 OTE (£11.55 p/h) standard hours Out of Hours opportunity: £14.55 p/h 10pm to 8am Location: Konecta Group –Ringwood. Hybrid working following graduation from academy Shifts: Shifts rotate between 8.00am to 4.30pm, 9.30am to 6pm, 3.30pm to 10pm 10pm to 8am (Out of Hours opportunity) Main Purpose of Role This is a fantastic opportunity to be a part of a Customer Service team that is part of its multi-channel Contact Centre. We are a fun but focused team that works hard and has a real passion for delivering 100% Happiness to all of our customers, all of the time. The role is an Inbound contact centre role, that will involve handling new orders and Customer Service actions. The orders element of the role requires sales skills, with a very strong emphasis on upselling. Additional work involves the managing of emails and various other “back office” tasks. Full training is provided for all elements of the role Key Responsibilities Acting as a liaison between customers and Dormeo UK, ensuring smooth communication and resolution of inquiries. Handling incoming inquiries via phone, email, and other channels and resolving in a timely and effective manner. Inquiries will range from delivery to warranties, all advisors will be trained on all aspects of the role to ensure customers have one call resolution. Demonstrating a customer-centric approach to build and maintain customer loyalty and satisfaction. Documenting interactions accurately and updating customer information in the company database. Collaborating with internal teams to provide comprehensive solutions and escalating issues when necessary. Maintaining a high level of professionalism and adhering to company guidelines and policies. Upselling and cross selling on every opportunity presented in order to increase revenue Identify and maximise sales opportunities through cross selling and up selling plus special promotions on a wide range of retail products Place customer orders and resolve all customer enquiries at first point of contact efficiently Embrace Company core values for respect and equality for all those we come in to contact with and provide world class service at all times Take ownership of personal development and performance Work as a team in a fast-paced target driven environment Skills Requirements Outstanding verbal and written communication skills. Confident and professional telephone manner A natural ability to build rapport with internal and external customers. Strong problem-solving capabilities and a keen attention to detail. Proficiency in IT systems, including customer relationship management (CRM) tools. A proactive and caring attitude and the ability to manage time efficiently in a fast-paced environment. Punctual and reliable Who are Konecta Group? Leading the way in Customer Interaction & process management Konecta are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Who are Dormeo? Dormeo has been bringing the highest quality memory foam mattresses directly to people’s homes for over 20 years, becoming one of Europe’s most trusted bedding brands. Our passion is for everybody to sleep on the best mattress they can afford. Dormeo mattresses are made for every body, every bedroom and every budget. The company prides itself on using its patented technology to deliver exceptional quality, value and customer satisfaction. Dormeo is committed to sustainability and customer service excellence. Why work for us? (Available to perm employees) Konecta working culture of fun and sociable team environment 50% discount with More bus for monthly and quarterly tickets (Easy connections in and around Bournemouth and Salisbury to Ringwood.) Eye test vouchers and discounts Discounted corporate gym membership with Anytime Fitness Campaign specific benefits including discounts, incentives and prizes Recommend a friend scheme Apprenticeships qualifications and career flight path schemes Recognition and reward schemes with Love to Shop Voucher rewards. Free car parking Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act (DPA) the Konecta Quality Management System and all other systems and soft skills training. Opportunity for Growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the Customer experience Director (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.