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 9am-5:30pm.
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.
This role is temporarily remote, working from home.
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
- Be calm and empathetic whilst also being able to objection handle and not afraid to have relevant conversations and diffuse difficult situations
- Resilient, positive and adaptable - our customers feel it when you come to work with a smile
- Good listener with a friendly telephone manner whilst caring about our customers and their colleagues
- Strive for continuous improvement whilst finding the right answers and aiming for first call resolution
A Bit About Us
At AO, we want to make sure our customers are happy. When they have a smile on their face, we know we’ve done a good job. It’s at the heart of everything we do, and it’s why our logo is always smiling.
When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).
We’re passionate, relentless and full of beans, determined to make a difference and change the world for the better. From massive changes to tiny tweaks - making a difference is what keeps us driven.
It started at a pub in Bolton with a £1 bet and a belief that things could be done better!
Why Choose AO?
Our people are our superpower, and that’s no accident. We’re looking for everyday heroes who want to learn and help other people achieve. Those glass-half-full-types who have an appetite for a better tomorrow.
With AO, the sky’s the limit. We’ll support you to be the best version of yourself and always drive your career forward.
We keep things simple. We say things like "treat every customer like they’re your gran" and "make decisions your mum would be proud of" because we’re personal and act with integrity - every day in every action.
We’ve designed our benefits to cover everything from big moments to little helps. As well all as the essentials, like pensions and holidays, we’ve got our own "AO Perks" to help you with the little things that matter.
To see all our benefits and perks, visit our AO Benefits page.
• 25 days holiday (Excluding Bank Holidays)
• At least 5% contribution pension scheme*
• Dedicated wellness initiatives that support your wellbeing, ranging from our 24hr employee assistance programme to subsidised gym membership.