About The Role
We're looking for empathetic, positive and resilient people to join our Customer Service team at AO Mobile! As a Customer Service Representative, you play a vital role in our Customer Journey. You will be providing our customers with the best possible experience by taking inbound calls and ensuring every customer leaves having had a positive journey. Customer Experience is at the heart of everything we do and the foundation of our success is built on keeping it the best it can be.
You will be the a main point of contact and your role is to best assist the customer through their queries and provide the best service possible.
We’re on a mission to be the best contact centre in Europe! You will help get us there. Our people are engaging, happy and work without restraint to delight our customers! You have thousands of different ways you can make them happy, because it's always 100% about the Customer Experience.
You will be working 16 hours every Saturday and Sunday, on a shift of 8 hours each day between 8am and 8pm.
Our basic salary is £7,400 with a bonus of up to £160 per month based on our Customer Happiness.
We will give you all the tools you need to excel on the phone. You will be supported by our comprehensive induction and ongoing training with our Learning and Development team.
Here's What You Can Expect To Be Doing
You will be taking inbound calls from our customers with a wide variety of queries, from "where is my order?" to "Please will you help me claim my cashback?"
We want you to aim for that first call resolution ensuring we are as efficient as we can be. However, if you are unable to do this we will give you the knowledge to understand when and who to pass this onto.
We give you the freedom to be proactive and innovative in finding the best solutions for customer enquires finding a resolve that suits them. We also love it when our AO'ers are creative when speaking to customers to create a seamless experience. There isn't always one way to solve a problem.
Accountability and taking ownership are imperative to ensuring that we commit to solving our customers queries and setting realistic expectations. You'll be collaborating with your wider Team and departments to both find solutions and share best practices.
A Few Things About You
AO'ers are able to objection handle, be empathetic and calm whilst also not being afraid to have relevant conversations and diffuse difficult situations. We want you to perform consistently high against KPI’s, striving for continuous improvement with a focus on finding the right solution and be able to work well under pressure and be able to multitask. This role can be really challenging, so resilience, positivity and being adaptable are all key qualities of our AOers - our customers feel it when you come to work with a smile!
If you're a good listener, have a friendly telephone manner with a positive mindset then this role is the one for you! Customers love it when they know that you have understood their problem, they will always remember how you made them feel, which is why we treat every one like our Nan! You can't pay people to care and we want people who really do care about our customers and their colleagues, whilst enjoying the role that you're doing.
Be driven to hit targets and achieve the goals set out to ensure that we are doing the best we can and understand that your individual performance contributes and impacts the whole of the Contact Centre.
We're very protective over our brand so we want AO'ers who have the right attitude and who will embody and protect our culture and values.
A Bit About Us
We’re a bunch of people who go to great lengths to make sure our customers are the happiest customers out there. We may sell everything from washing machines to PlayStations, but at our core we’re a people business.
We roll up our sleeves and work together to make things happen. From logistics, recycling to our award winning IT teams, almost everything we do, we do ourselves to make sure every aspect of our customer journey is done properly.
We launched in 2000 as a result of a £1 bet in a Bolton pub. 18 years later we have a 5* TrustPilot rating (after 100K reviews), expanded our business into Europe and floated on the London stock exchange, but we never lose sight of what we’re about.
Why Choose AO?
At AO, our culture and our AO’way of doing things is vital to our success. We’re passionate people, determined to do whatever’s necessary to make our customers happy.
The AO motto is "treat every customer like you’d expect your nan to be treated, and make decisions your mum would be proud of". To do this, we train and empower each and every AO’er to strive for better ways of doing whatever they are doing.
Our AO’ers don’t just go through the motions and follow processes, it just isn’t our thing. We don’t follow trends, we set them.