Job Description: Customer Service AgentContract Type: Seasonal, Full Time, Office-BasedLocation: DID/Select HQ, FonthillReporting to: Executive Relations Management TeamMain Duties & ResponsibilitiesTake incoming calls and manage the customer experience by answering questions, scheduling deliveries, generating sales referrals, addressing concerns while delivering excellent customer serviceManage inbound queries received through email, live chat, social media andOffer support to the different departments within the organisation when requiredMaintain accurate and up to date records for all customer databasesUpdate customers on their order requests and/or connect them with the appropriate stakeholderProvide dispatch and delivery information to existing web-orders and address any concerns about delivery and dispatchAssist customers with concerns on order fulfilment, service requests, installations, and any concerns they have during the course of their experience.Process orders and conduct fraud checksAct accordingly as an Ambassador for DID Electrical and their affiliatesHandle customer feedback and complaints assigned to you, and escalate to line manager where applicableCreate a welcoming atmosphere to our customers over the phone and maintain a polite professional manner in written correspondence to customersGather information for sales leads and assist in the development of the departments outbound sales strategyManage publicly available DID mailboxesIdentify attempts to defraud the company through coercion and social engineeringAny duties assigned by your line manager to ensure the efficient function of the customer service teamEssential Experience CriteriaThe right candidate will have experience in and must be able to show:Excellent telephone manner. You will be part of a team that are the first point of contact for all telephone customersExperience in a customer service environment.An ability to identify outstanding customer service and opportunities to improve problem areasFlexibility with a positive attitude to meet team objectivesBe organised, professional, and able to work on own initiativeExperience with Apple products and service - any Apple sales or certification a bonusOrganisational skills with the ability to prioritise workloads, multi-task, and apply consistent attention to detail is essential.