Alliance Flooring Distribution Ltd are looking to recruit the above role to be based in Worcester on a permanent and full-time basis.
Job Purpose
To provide an excellent customer service experience by acting as a key point of contact for customers, responding to enquiries, resolving issues and ensuring customer requirements are dealt with efficiently, professionally and promptly.
The role will work closely with internal departments to ensure orders, queries and customer issues are managed effectively and customers receive a high standard of service at all times.
Key Responsibilities
- Act as the first point of contact for customers via telephone, email and other communication channels.
- Respond to customer enquiries promptly, professionally and accurately.
- Process customer orders and ensure all relevant information is recorded correctly.
- Provide customers with updates regarding orders, deliveries and any delays or changes.
- Investigate and resolve customer complaints and queries in a professional and timely manner.
- Liaise with internal departments, including Sales, Warehouse, Transport and Accounts, to resolve customer issues.
- Maintain accurate and up-to-date customer records and information.
- Identify recurring customer issues and escalate them to the appropriate manager.
- Build and maintain positive relationships with customers.
- Ensure all customer commitments are followed through to completion.
- Handle confidential and commercially sensitive information appropriately.
- Work towards agreed customer service standards, KPIs and targets.
- Support colleagues within the Customer Services team during busy periods.
- Maintain a professional and positive approach when dealing with challenging customers or situations.
- Follow company policies, procedures and relevant legislation.
- Carry out any other reasonable duties required by the business.
Skills & Experience
- Previous experience in a customer service or customer-facing role.
- Excellent verbal and written communication skills.
- Professional and confident telephone manner.
- Strong organisational and administrative skills.
- Good attention to detail and accuracy.
- Ability to remain calm and professional when dealing with difficult situations.
- Ability to prioritise workload and meet deadlines.
- Good IT skills, including Microsoft Office.
- Ability to work effectively both independently and as part of a team.
The employee is required to maintain confidentiality in relation to customer, employee and company information and comply with the company's data protection and GDPR requirements
Job Type: Full-time
Pay: £31,000.00 per year
Benefits:
- Company pension
- Free parking
- Life insurance
- On-site parking
Work Location: In person
