Customer Service Executive
Bradford
Full time (likely Monday to Friday with the occasional weekend day)
£26,000 to £27,000 per annum
About Tuffnells (part of Shift)
At Tuffnells, we’re transforming logistics by offering businesses seamless access to a wide range of carriers and services for all freight types through a single platform. Our mission is to optimise the level of control, choice, and experience businesses have when it comes to their logistics.
We provide a one-stop solution for delivery requirements ranging, from small parcels to pallets, through our trusted network of carrier partners.
Overview of the role as a Customer Service Executive:
This is an exciting opportunity to play a vital role in enhancing our customer experience. As a Customer Service Executive, you'll not only help solve immediate issues but also contribute to shaping long-term improvements. If you're passionate about problem-solving and thrive in a collaborative environment, we’d love to hear from you!
Responsibilities as a Customer Service Executive:
* Handle and resolve customer queries through email and phone, ensuring a positive customer experience at all touchpoints.
* Investigate and solve problems effectively, focusing on delivering quick and satisfactory resolutions for customers.
* Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.
* Analyse customer feedback and service trends to identify patterns, recommending strategies to reduce repetitive issues.
* Develop and implement contact avoidance and reduction techniques to streamline customer service processes.
* Collaborate with internal teams to address root causes of recurring problems and ensure long-term solutions.
* Act as a dedicated point of contact for customers using our delivery services, ensuring high standards of satisfaction.
* Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.
To be successful as a Customer Service Executive, we are looking for the following attributes and experience:
* Ability to handle customer queries with professionalism and clarity.
* Strong verbal and written communication skills to effectively convey information and ideas.
* Proven track record of strong problem solving with a proactive mindset.
* Excellent organisational and time management skills to meet targets and deadlines.
* Ability to remain calm under pressure, with a strong desire for personal development and continuous learning.
* Strong analytical skills to identify trends and develop actionable insights for process improvement.
* Ability to work independently and manage multiple priorities in a fast-paced environment.
* Familiarity with delivery services or logistics is a plus but not essential.
Why join Tuffnells?
* 25 days holiday + bank holidays.
* Enhanced MAT & PAT leave.
* Be part of an exciting, fast-scaling business with ambitious growth plans.
* You will have a direct impact on the growth of the business – we will always need and want you to bring ideas to the table!
Our values:
* Service & Experience: We strive to exceed customer expectations at every interaction.
* People & Relationships: We invest in our people and partnerships to drive mutual success.
* Passionate & Driven: We approach every challenge with enthusiasm and commitment.
* Innovation & Technology: We constantly seek ways to improve through technological advancements.
* Entrepreneurial Spirit: We embrace creativity and initiative to unlock opportunities.
If you have the drive and determination to make an impact on a growing business, apply now!
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