Working on on-line systems picking up customer orders. Processing orders on system sales on items digital on-line chat sales/ Customer enquiries. Talking to customers with product knowledge dealing with enquiries for existing customers checking delivery dates and items available. Processing returns and reviews.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Dealing with all customer related enquiries
• Working on on-line systems
• Picking up customer orders on system
• Processing orders on system
• Sales on items via digital on-line chat
• Dealing with Customer queries
• Talking to customers on the Telephone giving product knowledge and availability on items
• Dealing and processing returns and refunds
• Dealing with enquiries from existing customers with delivery information
• Processing customer reviews on items/products

Where you'll work

THE REDMAN FISHER BUILDING
BEAN ROAD
TIPTON
DY4 9AQ

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

STAFF SELECT LTD

Training course

Customer service practitioner (level 2)

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
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: 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.