Customer Support Administrator - Coventry CV6
The rewards
Hours
- Full time hybrid
- Approximately 1 weekend working day per month
The role of Customer Support Administrator:
- Provide the highest standards of service and support for customers, both external and internal
- Ensure accurate and efficient service at all times and undertake and oversee the administrative routines associated with the operation of all client Customers
- Deal with all telephone calls and emails in a courteous and friendly manner ensuring the customer receives a positive experience and meets their expectations
- Take ownership of all queries assigned to them and manage the queries correctly
- Perform customer verifications and security checks
- Complete all reports and administrative work on time to required standard
- Undertake other tasks as reasonably directed from time to time
- Locate all documents / customer information / How to guides etc. on appropriate system
- Process orders taking strategic decisions on stock selections and location to fulfil customer requirements
- Monitor jobs on the road to meet correct ETA's managing customers' expectations
- Adhere to all policies and procedures as laid out by the Company including health & Safety and Business Continuity procedures
- Achieve all personal and team KPIs as set by the client CSM
- Communicate and co-ordinate with internal departments
- Attend regular Team Meetings and training sessions and contribute positively
- Take ownership of all queries and see through to resolution
- Handle and resolve customer complaints via phone or email
- Identify trends, issues taking appropriate action and recommending improvements to procedure and customer service
- Primary contact on specific key accounts
- Deal with set up and movement of engineers
- Mentor new members of staff
- Deliver first time resolutions to customer queries
The ideal Customer Support Administrator:
- Excellent communication skills
- Ability to work effectively alone or part of a team
- Excellent telephone manner
- Ability to remain calm and polite to customers at all times
SF Partners are supporting a brilliant, established and growing business in Coventry (CV6) that are looking to recruit a Customer Support Administrator on a permanent basis.
