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Customer Service Representative Apprenticeship
My Toilet Spares has a vacancy for a Customer Service Representative to manage customer queries. You will also be asked to process orders, pick orders and escalate complaints across a number of communication channels. You will need to be able to remain calm when customers are frustrated and have experience working with computers.
What you'll do at work
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Ensure customer satisfaction and provide professional customer support
Where you'll work
Unit 3 Global Business Park
4 Hamburg Road
Hull
HU7 0AE
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
MCARTHUR DEAN TRAINING LIMITED
Training course
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Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment:
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
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Training schedule
Level 2 Customer Service Practitioner apprenticeship standard:
- Level 2 Functional Skills in maths and English (if required)
- End-Point Assessment (EPA)
- One to one Tutor Assessor support in the workplace
- Attending weekly classes covering Health and Safety and Equality and Diversity and working towards completing the EPA
Desirable qualifications
- GCSE in:
- English and Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Customer care skills
- Administrative skills
About this employer
Bathroom supply store in Hull
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Excellent future prospects for the right candidate.
The contact for this apprenticeship is:
MCARTHUR DEAN TRAINING LIMITED
Julie Curtis
Julie@mcarthurdean.co.uk
01482 307357
The reference code for this apprenticeship is VAC2000038123.
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