Customer /Business Service Apprentice – NEO DIRECT LTD (LS10 1AW)

Overview

• Customer /Business Service Job Duties:
• Dealing with customers queries via email and phone
• Problem solving with customers to resolve issues
• Computer literate in Microsoft Office, Email software / Google Mail and Google translate
• Ability to use specialised stock control and email systems upon inhouse training (Linnworks experience very beneficial)
• Meeting daily deadlines for email queries
• Help print orders and book in mail, couriers and pallets
• Chase shipments with courier companies on the phone and online to assist customer queries
• Use Deal Websites, eBay, Amazon, and web store environments to track and resolve customer enquiries
• Ability to work under pressures of time restraints. Ability to learn, progress and work in a team
• Communicate with warehouse about any order processing or replacement requirements
• Gain an understanding of products sold to answer customer queries effectively
• Identify and low stock issues and communicate with customer and your team
• Experience dealing with complaints in a professional manner
• Upselling and ‘closing’ bulk volume sales
• Processing orders accurately
• Collate and analyse performance metrics
• Maintain customer records

About the Employer

We are an online retail company with offices and warehousing based in Leeds. We specialise in the mail order supply of home and garden products under our own brand and white label to the UK and Europe. We are experiencing significant year on year growth and expansion.

Things to Consider

Please review the current Apprenticeship National Minimum Wage guide (ANMW): https://www.gov.uk/national-minimum-wage-rates

Training to be Delivered

Course information:

During your apprenticeship you will be enrolled at Leeds City College (School of Business) and will complete the following programme:

Customer Service Practitioner – Level 2

This programme allows students to develop their skills. The role of a customer service practitioner is to deliver high-quality products and services to the customers of an organisation.

Duration & start date:

This is a full-time 15 month apprenticeship. Potential career progression opportunities are available upon completion.

We will support and coach the apprentice through the apprenticeship standard. We will carry out both curriculum and pastoral care. We will carry out the skills development workshop days off site. They will oversee the teaching and learning around the knowledge, behaviours and skills elements of the standard, outlined below. We will manage the apprentice’s OneFile account ensuring targets, milestones and deadlines are achieved.

Units of Study

•             Decision making

•             Interpersonal skills

•             Communication

•             Quality assurance

•             Planning and organisation

•             Project management

•             Managing performance

•             Regulations and laws

•             IT and presentations

•             Record and document production

•             Stakeholders