Join a dynamic team where your passion for exceptional customer service will make a real difference in client relationships and business success.
Overview
We are seeking a dedicated Customer Service Specialist to join our dynamic team. The successful candidate will act as the primary point of contact for our clients, providing exceptional service and support across various channels.
Main Responsibilities
Mailbox Management: Ensure active management of CS Sales & Orders mailbox throughout the day. Passing queries to relevant colleagues with as much information as possible.
Order Processing: Process all sales orders within 1 working day to a high degree of accuracy. Proactively informing any issues and any date changes to the customer.
Communication: Internal and external communication to ensure fast and accurate processing of orders.
Customer Enquiries: Delivery date chasers, document requests. Be proactive, take ownership, be comprehensive in replies to anticipate next questions. Ensure responses are within KPI.
Credits / Returns: Ensure all complaints, credits and returns are actioned within KPI expectation and logged accurately enabling root cause analysis. Ensure consistent follow up and proactive customer updates. Work with customers, sales and service to ensure customer satisfaction and first-time resolution.
Warranty Replacements: Support service enquiries with warranty replacements and ensure technical calls have all the relevant information to facilitate quick and easy resolution.
Complaints: Communicate any significant complaints to the Customer Experience Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company.
Collections: Liaise with warehouse and customers to arrange EX Works shipment.
Export Compliance: Ensure all enquiries and orders are dealt with whilst adhering to company export compliance policies, escalate to leadership when necessary.
Calls: Ensure all phone calls are answered within SLA of 20 seconds.
Actively support the customer experience evolution to best in class.
Ensure compliance to GDP, ISO 9001 and any other applicable quality standards.
Essential
- Experience in providing quality customer service
- Attention to detail
- English fluency
- Excellent communication skills
- Strong organisational skills
- IT skills on MS Office Suite
- Good standard in education including maths and English with GCSE (or equivalent) at Grade C or above
- Proven ability to work flexibly and accurately and as part of a team
- Passion for delivering excellent customer experiences
IND1
Job Types: Full-time, Permanent
Pay: £26,000.00-£27,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
