About the Job
To provide technical support, correctly identifying products or services required whilst meeting the needs of the Customer. Answering a high number of calls, chats, or emails within a compliance-based framework to a satisfactory conclusion. Updating customer records in line with GDPR regulations using in-house databases.
Providing out of warranty customers with an appropriate sales solution via live chat and email supporting the achievement of a monthly sales team target.
What you will be responsible for:
1. Working as part of a team in delivering a high standard of service to our business customers.
2. Escalate unresolved or complex customer issues to relevant department or higher-level when necessary.
3. Maintain and update customer records using CRM systems to ensure accurate data and track support interactions.
4. Assist in coordinating projects that require cross-functional collaboration.
5. Promptly responding within a timely manner to queries on order status, stock availability and pricing, product information, product technical support, order discrepancies, claims, account status etc.
6. Proactively actioning and managing customer and Sales force emails.
7. Understanding and delivering to the customers' expectations and deadlines.
8. Proactively managing customers to ensure they are fully informed of the progress of their orders through to shipment, ensuring service expectations are met.
9. Logging complaints/quality issues on CRM.
10. Working closely with colleagues across other departments and sister companies ensuring information and process are integrated and aligned.
11. Proactively managing the customer active order book with the Sales force.
12. Full process handling for the return of faulty product, ensuring all relevant procedures are followed.
13. Any other duties as required by the Manager for the smooth and efficient operation of the department.
What you will already have:
1. Ability to use own initiative in a proactive manner.
2. Knowledge of export and commercial invoicing (desired).
3. Strong attention to detail (essential).
4. Possess the ability to problem solve, prioritise and work under pressure.
5. Excellent customer service, relationship and communication skills.
6. Proficient in MS Office Suites (desired).
7. Experience of EFACS/Sage or alternative ERP systems (desired).
8. CXone/Hubspot CRM knowledge (desired).
9. Enjoy working as part of a well-established team.
10. Willingness for continuous learning and development.
Core Competencies
1. Customer Service Excellence
2. Problem Solving Skills
3. Time Management and Organisation
4. Adaptability, Flexibility and Resilience
5. Emotional Intelligence
6. Business Acumen
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