A LEGO está a contratar para o Departamento de Apoio ao Cliente um ‘Consumer Service Advisor’ que fale português, para Berkshire.
A posição implica o atendimento de contactos dos clientes por telefone e por e-mail ou carta, providenciando o melhor apoio às solicitações.
Vê abaixo os detalhes da função, conforme se encontra na oferta:
Critical Tasks
-Consumer Contacts
Answering consumer contacts: You will be expected to answer around 60 contacts per day in Portuguese and English as well as your third language if you have one.
-NPS (Net Promoter Score)
A key measure of success is the Net Promoter Score (NPS) of your whole team. Consumers are able to leave a score and comment after every call and email and you will receive feedback on how you are doing. The whole team is measured together so colleagues who find it easy to achieve high scores are very motivated to help team-mates who are struggling!
-Documentation and Handover
Documenting contacts in our CRM system: All contacts must be documented so that the correct action can be taken either by us or by our colleagues in other departments. The Quality team and product developers also rely on the information that we send them to make the right decisions.
Training and Support
As a new starter, you must attend a 2.5 week intensive induction training before you start answering contacts. This training will provide you with all the technical skills you need for the job.
We understand that many people move to the UK in order to join this department and so as part of the induction or, if possible, before you even join us, we will provide you with information in order for you to set up a UK bank account etc.
As in most contact centres, your calls are recorded and some will be used in coaching sessions along with emails you create to help you maintain the high quality our consumers expect. We also monitor productivity (the amount of calls and emails you are able to answer every day) and will help you to achieve the right balance between quality and quantity.
Requirements
Native level in both written and spoken Portuguese and English. Fluency in a 3rd language is an advantage.
Location: Slough, Berkshire UK (reachable by train from London Paddington)
Job Type: Permanent contract
Start Dates: TBC
Hours: Full-Time – 37.5 hours per week
Holiday: You will accrue 2.08 holiday days per month. All holiday requests must be approved. Please note, it is extremely unlikely that anyone will be allowed to take holiday in the last week of December or first week of January.
Shift Hours: 7.5 hours per day, 5 days per week. Some weeks will include a weekend day (those weeks you can choose to take a day off the following week or receive additional pay at normal rate). Your shifts will be scheduled sometime between the hours of 7am – 8.15 pm GMT. Please note that we are open on public holidays and all staff are expected to work unless they have an approved holiday request. This includes December 24th, 26th and 31st. We are closed on December 25th, Jan 1st.
Salary: £9.48 per hour or £18 500 p. annum (pro rata for the number of months worked), paid monthly
Benefits: Generous staff discount of 50% on legoshop.com, free on-site gym, free shuttle to bus/train station, pension scheme (5% company contribution), social events, subsidised staff restaurant, free tea/coffee, fruit and cereal and Legoland/Merlin Passes
