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Customer Service Representative - AO Mobile AO

Department
contact centre

Location
Newbury

A Bit About Us

Here at AO Mobile, we are a small family running a pretty big company. We go to great lengths to make our customers the happiest customers ever. We offer a range of Mobile Phones from the bottom end to the very top, along with contracts from all 4 of the UK’s networks (we think that’s pretty cool) and we like to throw in the odd gift or some Cashback should the customer want it too. We knuckle down and work as a team to make things happen; from supplying the latest handsets with the coolest gadgets, to offering recycling options for our customer’s old handsets. We work very closely with a number of partners to ensure every little step of the customers journey runs smoothly and they are left with nothing to say except "WOW!". We launched our company in 1992 where we operated Vodafone stores and in 2000’s we operated Nokia Retail both on the high street and online. We can’t forget those sweet sounding polyphonic ringtones. In 2011, we decided to move solely online operating as mobilephonesdirect.co.uk. 8 years later, we find ourselves part of the best family out there; AO.com.

More About the Role

At AO Mobile, we are passionate about providing exceptional customer service. We offer our customers many routes for them to contact us including calls, emails, live chat and social media. The hours for the role are 40 hours per week on a rota between 8am - 8pm Monday to Thursday, 8am - 7pm Fridays, 9am - 5:30pm Saturdays and 10am - 3pm on Sundays. The rota will include a minimum of 2 weekend days per month. We’re on a mission to be the Best Contact Centre in Europe! Could you be one of the exceptional People that help get us there? Our people are engaging, happy, and one big family who work without constraint to make our customers happy. Above all else, it is always about the customer experience.

Here's What You Can Expect to be Doing

Delight our customers by finding a resolve that suits them - treat them like they’re family. Throwing money at a problem does not make it go away - care, ownership and attention are what matters. Be exceptional in the moments that matter; customers always remember how you made them feel. Work as a team - when everyone pulls together and works well together, is when everything runs smoothly and the customer gets the best experience. You should understand how your performance impacts the whole Contact Centre.

A Few Things About You

A passion to learn and an ability to do so quickly keeping up with the fast pace of the business, being open and flexible to change. Be driven enough to make a success and a career in Customer Experience. This isn’t just about the fantastic salary and benefits on offer, it’s so much more than that. Be innovative and bold in what you do offering new ideas and trying new things. Come to work with a smile - if you enjoy what you do, you do it. We want you to have fun here at AO Mobile. An ability to identify and solve problems. Be able to deal with all types of queries over the phone, by email, or by using Live-chat.

Why Choose AO?

At AO Mobile, our culture and our way of doing things is vital to our success. We’re passionate people, determined to do whatever’s necessary to make our customers happy. The AO motto is "treat every customer like you’d expect your Nan to be treated, and make decisions your mum would be proud of" and we go by that very same motto. To do this, we train and empower each and every AO Mobile’er to strive for better ways of doing whatever they are doing. We don’t want to be robots! We love for every AO Mobile’er to show their personalities and use them to welcome our customers. We don’t just sit and follow processes; we look for new and innovative ways to provide the best possible service. Let’s not forget our beautiful office! We work within a small estate, in a lovely converted barn. Amongst many nice and exciting things we have The Park - a great space for us all to relax and take a break. On the subject of breaks, who doesn’t love a tasty snack? We have fancy fridges containing all of the treats we may need to get us through to home time.

Great People Deserve Great Things

As an AO employee you can take full advantage of our benefits package. As well as the fundamentals, like pensions and holidays, we have designed our "AO Perks" to help you out financially and make your work life a little easier.