Overall Role Purpose:
To work within a team to ensure an efficient, helpful and informative customer service group. Ensure customers receive accurate information on sales related queries, orders are processed correctly and deliveries are received on time as requested. Responding to and finding resolution to customer queries and complaints, whilst maintaining efficient and friendly relationships with customers to ensure continued business for the company.
Principal Functions / Responsibilities:
· Ensure customer requirements are met by accurately transposing customer orders received via email and telephone into Nav/Iris in line with department SLA's.
· Monitoring website orders and checking they are marked for the appropriate transport.
· Proactively manage own work load, working towards any targets given and share responsibility for all office and administration duties amongst the team.
· Ensure that each customer receives outstanding service by providing a friendly and professional environment; establishing rapport, maintaining solid product and application knowledge and all other aspects of customer service.
· Informing customers of no stock items and offering alternatives.
· Actively promoting company offers to customers verbally and over email.
· Liaise with other departments as and when necessary to effectively process orders and satisfy customer requirements.
· Providing a high level of customer service at all time.
· Accurately register and record complaints
· Work with customers to resolve any customer complaints, by listening and understanding the customers complaint and ensure the right solutions and remedies are sought.
· Take responsibility and ownership of the allocated complaint and keep customers up-to-date with progress through the process.
· Investigate customer delivery issues with 3rd party couriers.
· Answer all incoming calls within 3 rings, re-directing calls and taking messages where necessary.
· Assist customers with information on various products and queries either by phone or email (checking the shared Team email inbox and personal email inbox regularly)
· Ensure customers account is within their agreed credit status before despatching their sales order.
· Take customer credit/debit card payment for non-account holding customers when processing their orders.
· Check the shared Team email inbox and personal inbox for emails regularly, responding to all sales orders and customer queries in a chronological order and within company customer response time SLA’s.
Full-time, Monday to Friday. Working hours are between 8:00 am and 4:45 pm, depending on the shift pattern.
Pay: £27,210.00 per year
Benefits:
- Company pension
- On-site parking
Work Location: In person
