Data Processors & Customer Service Adviser

Simplify Digital / Technical Support

Job Number: DC-SF04659

Location: Acton

Contract: Part Time / Fixed Term Contract


LOCATION: Hammersmith

PAY RATE: £9.05/hr

SHIFT: 4 hours per day x 5 Days  (Mon-Sunday)

We are currently in search of Data Processors and Customer Service advisers to process orders generated through the Retail store network into the relevant supplier sales portals. Responding to customer enquiries regarding orders placed for Broadband, Home Phone, TV and Energy services through all Retail and indirect sales channels. Ensure that customer interactions are in line with quality expectations and agreed SLA’s, adhering to all compliance requirements such as PCI and any related Retail sales promos briefings.

You will:

  • Process orders through relevant supplier portals
  • Contact customers where order processing has failed to rectify any outstanding issues
  • Proactively attempt to reduce ‘drop out’ from instore sale to order processing
  • Ensure correct order dispositions are recorded
  • Escalate processing issues to Team Manager to ensure timely resolution eg pricing mismatches
  • Answer inbound calls from customers, identify issue to be resolved through effective questioning and provide the relevant information to achieve first call resolution
  • Adhere to the relevant call quality standards
  • Where necessary escalate to 2nd line customer service agents by raising a case in CRM
  • Ensure CRM and any related systems are updated where necessary to reflect status of query/order
  • Maintain knowledge regarding products, services and processes
  • Adhere to the agreed shift pattern
  • Adhere to the policies and processes of the company
  • Give feedback to the organization about aspects that could help execute role

You will need:

  • Communication skills – both written and verbal
  • Empathetic approach to customer issues
  • Ability to maintain a professional approach at all times
  • Problem solving
  • Ability to work with different systems and processes
  • Data processing skills

Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It’s an exciting time to join us and find yourself a place in our growing success story, apply now.