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Contact Centre Advisor
Established and based in Tunbridge Wells since 1981, Lamberts Healthcare Limited (part of the P&G Group of Companies) was one of the UK's first suppliers of high-quality nutritional supplements direct to the public by mail order and E-Commerce sources.
We handle hundreds of thousands of orders every year for our Nature’s Best and Lamberts Health product ranges, and every customer is assured of a friendly welcome and a promise that their purchase will be expertly packed and dispatched promptly and reliably.
We've got a dedicated customer contact team and although similar to a Call Centre, we encourage our advisors to have actual conversations with our customers and pride ourselves on the friendly and personable service we provide.
About the Contact Centre Advisor role
Working in a team of 4, you will provide customer service for all our consumers and businesses who purchase from us. Taking and processing orders, answering telephone enquiries, and resolving customer complaints is a key part of the role and each taking on average 90 daily orders and enquiries, it is a fast paced and busy environment.
Whilst working within an immediate team, you will also demonstrate adaptability and flexibility to support other colleagues as required, ensuring that our overall customer service standards are maintained at all times.
We promise our customers a prompt and reliable service so good organization skills and the ability to multi-task, with high levels of accuracy are expected at all times. We have a Customer Relationship Management (CRM) system in place through which we process the calls and orders so feeling comfortable inputting data in a timely manner is also required in this role.
You will be given fully supported training to feel confident answering calls from customers and have the information available to deal with varying customer scenarios:
Processing customer orders, received into the business by phone, mail or fax.
Providing customers with information regarding product range and availability.
Offering support to customers in relation to website functionality.
Dealing with data related website exceptions.
Dealing with customer complaints efficiently and effectively in line with company standards and policies.
Processing customer returns and refunds.
Providing support to other inter-company departments.
Collaborating with third party partners, including the product warehouse and various parcel carriers.
Carrying out various data routines in-line with GDPR standards and requirements.
Maintaining accurate customer relationship records.
You can expect:
Competitive starting salary and benefits program (private health care, life assurance, stock ownership scheme, pension plan and free parking).
P&G Dynamic Living programs.
Mentoring programs & trainings.
P&G is committed to providing equal opportunities in employment. We value diversity, and we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The ideal candidate will have:
A great telephone manner and have experience of delivering customer service on the phone.
Experience of working in a busy contact center environment and enjoy the fast pace and meeting high customer standards at all times.
Great organization and multi-tasking ability.
Ideally, experience of working with a CRM system but if not, feeling comfortable with phone and ordering systems will be sufficient.
The ability to work a 40-hour week on a 4-week rolling shift pattern which will include one Saturday per month. With our customers in mind, our call lines are open daily from 8am to 7.pm and on a Saturday and Bank Holidays.
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