Konecta
Customer Care Coordinator
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ROLE: Customer Care Coordinator
REPORTS TO: Team Manager
DEPARTMENT: Dormeo
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
This is a fantastic opportunity to be a part of a Customer Service team that is part of its multi-channel Contact Centre. We are a fun but focused team that works hard and has a real passion for delivering 100% Happiness to all of our customers, all of the time. The role is an Inbound contact centre role, that will involve handling new orders and Customer Service actions. The orders element of the role requires sales skills, with a very strong emphasis on upselling. Additional work involves the managing of emails and various other “back office” tasks. Full training is provided for all elements of the role.
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Dormeo has been bringing the highest quality memory foam mattresses directly to people’s homes for over 20 years, becoming one of Europe’s most trusted bedding brands. Our passion is for everybody to sleep on the best mattress they can afford. Dormeo mattresses are made for everybody, every bedroom and every budget. The company prides itself on using its patented technology to deliver exceptional quality, value and customer satisfaction. Dormeo is committed to sustainability and customer service excellence.
RESPONSIBILITIES
- Acting as a liaison between customers and Dormeo UK, ensuring smooth communication and resolution of inquiries.
- Handling incoming inquiries via phone, email, and other channels and resolving in a timely and effective manner. Inquiries will range from delivery to warranties, all advisors will be trained on all aspects of the role to ensure customers have one call resolution.
- Demonstrating a customer-centric approach to build and maintain customer loyalty and satisfaction.
- Documenting interactions accurately and updating customer information in the company database.
- Collaborating with internal teams to provide comprehensive solutions and escalating issues when necessary.
- Maintaining a high level of professionalism and adhering to company guidelines and policies.
- Upselling and cross-selling on every opportunity presented in order to increase revenue
- Identify and maximise sales opportunities through cross-selling and up-selling plus special promotions on a wide range of retail products
- Place customer orders and resolve all customer enquiries at first point of contact efficiently
- Embrace Company core values for respect and equality for all those we come in to contact with and provide world-class service at all times
- Take ownership of personal development and performance
- Work as a team in a fast-paced target-driven environment
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REQUIREMENTS
- Outstanding verbal and written communication skills.
- Confident and professional telephone manner
- A natural ability to build rapport with internal and external customers.
- Strong problem-solving capabilities and a keen attention to detail.
- Proficiency in IT systems, including customer relationship management (CRM) tools.
- A proactive and caring attitude and the ability to manage time efficiently in a fast-paced environment.
- Punctual and reliable
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