As a Customer Services Representative at Pack-It, you will be the first point of contact for our customers, offering professional help and advice about our services. You will communicate courteously with customers, resolve issues, handle complaints, and ensure their experience meets our high standards of service. Your role will be integral to maintaining a loyal client base and providing essential support to internal departments.
**Key Responsibilities:**
- Communicate courteously with customers through various channels, ensuring a positive experience.
- Investigate and solve customer problems promptly and efficiently.
- Handle customer complaints with professionalism and empathy.
- Maintain accurate records of all interactions with customers, including discussions and correspondence.
- Establish and nurture strong relationships with clients by understanding and anticipating their needs.
- Produce informative reports for customers as needed.
- Develop and implement customer complaints procedures, collaborating with the Operations and Office Manager.
- Evaluate and improve customer service procedures, policies, and standards to enhance the customer experience.
- Engage with other departments to discuss potential improvements to customer service delivery.
- Support external sales staff by providing product, order, and process information daily.
- Arrange pallet haulier in alignment with warehouse and customer requirements to optimise logistics.
- Maintain a tidy and organised office area to create a professional environment.
- Answer and correctly direct incoming phone calls promptly and courteously.
- Efficiently process customer orders received via email, ensuring accuracy and timeliness.
- Communicate and manage customer returns according to established practices.
- Provide Proof of Delivery (POD) documents to customers within specified time frames.
- Advise the Goods In team regarding pending deliveries to ensure smooth operations.
- Offer support to the accounts department on invoice inquiries and assist in populating activity spreadsheets.
- Collaborate with the accounts team to ensure customer invoicing remains controlled and accurate.
- Manage Chep Pallet activity and ensure compliance with company policies.
- Undertake any other reasonable requests that support business activities and enhance customer service.
**Qualifications:**
- Previous experience in customer service or a similar role is a plus.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and conflict resolution skills.
- Proficient in using Microsoft Office Suite and customer relationship management (CRM) software.
- Ability to manage multiple tasks and work in a fast-paced environment.
- Detail-oriented, organised, and able to maintain accurate records.
Job Types: Full-time, Permanent
Pay: £8.60-£11.44 per hour
Expected hours: 37 per week
Benefits:
* Company pension
* Free parking
* On-site parking
Schedule:
* Monday to Friday
Application question(s):
* How many years of Microsoft experience do you have?
Education:
* GCSE or equivalent (preferred)
Experience:
* customer service: 1 year (required)
Work Location: In person
Job Type: Full-time
Pay: £6.40-£11.44 per hour
Expected hours: 37 per week
Benefits:
* Casual dress
Schedule:
* Monday to Friday
Experience:
* Customer service: 1 year (required)
* Administrative: 1 year (preferred)
Work Location: In person
Expected start date: 18/11/2024