Konecta
Careline Advisor
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ROLE: Careline Advisor UK & Ireland
REPORTS TO: UK&I Team Manager
DEPARTMENT: Danone
WHO WE ARE
Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.
Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.
Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.
MISSION OF THE ROLE
As a Careline Advisor, you will be responsible for delivering excellent customer care and support to UK&I Danone consumers across all contact channels. You will be the first point of contact for the consumers of the entire range of Danone products, and will handle queries and consumer complaints about these products and their consumption.
We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society.
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Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels.
We are looking for people who are flexible and positive to join our team embracing Konecta’s values and representing this well-loved client.
RESPONSIBILITIES
At the core of the multi-skilled "One Danone Careline" team, you will work alongside fluent subject matter experts, as well as quality and knowledge specialists, to ensure that the Danone consumers receive the quality of care expected while following the Danone procedures and quality processes.
The role requires you to have high fluency in the English language in both written and verbal communication, to have excellent interpersonal skills, and the ability to respond to consumers in an empathetic, caring and friendly manner.
Please note that whilst you will be supporting the Danone contract, whose opening hours are 8am – 8.00 pm Monday to Friday and 10.00 am - 5.00 pm on Saturday, your Konecta contracted hours will be 8am 8pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.
REQUIREMENTS
- Excellent verbal and written communication skills
- Ability to communicate effectively and empathically with a wide range of consumers and members of the public
- Excellent written and verbal skills in both Swedish and English
- Ability to take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions.
- Customer care experience, preferably within the FMCG sector
- Knowledge of early childhood nutrition &development would be an added advantage.
- IT skills: ability to use Google Suite and Microsoft Office, strong typing skills. CRM Knowledge such as Salesforce will be a plus
- Flexible to work shifts
- Self-motivated and a team player
- To have fun at work!
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Achievement results and opportunity for Growth
The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience.
Careline Advisors are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, Customer satisfaction, data capture accuracy and call quality targets.
These will be communicated by the Team Leader (on behalf of the client).
Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.
Systems & Training
Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training.
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