Role reports to: Customer Services Manager UK & Ireland
Purpose
The Customer Service Agent provides World Class customer service to our customers and account managers.
Activities and responsibilities
* Accountable for taking customer orders, tracking shipment and on-time shipment of orders
* Responsible for solving problem situations by taking the necessary steps
* Provides pro-active information to customer/account manager about their order status
* Full ownership of the maintenance of EDI order: from order to invoice
* Provides customer service to ensure customers’ needs are fulfilled, and customers are satisfied and retained
* Keeps records of customer complaints and ensures that complaints are dealt with in a timely manner respecting the process and approval flows
* Actively suggests and assists with implementing any improvements of systems and processes
* Updates CRM system to track all issues and resolutions, reports on trends and responds to inquiries from stakeholders and partners
* Follows required training to perform the job with great efficiency
* Any other duties as are within the scope, spirit and purpose of the job as requested by the line manager
Job requirements
* Preferably a minimum of 1-2 years’ experience in contact/customer centre or customer facing roles and/or commercial vocational education
* High level of oral, written and interpersonal communication skills
* Takes pride in providing excellent customer service
* Able to prioritise and organise a busy workload
* Ability to remain calm and professional when dealing with customers
* Confident in dealing with individuals at all levels both internally and externally
* Strong organisational skills, leading to a methodic and structured way of working
* Proficient in MS Office
* Positive action oriented spirit and attitude
* Able to work well as part of a team or on own initiative
We have everything covered
* Competitive basic salary
* Bonus scheme*
* Income protection insurance*
* Life Insurance*
* Access to help@hand total well-being app (including EAP and access to Benefithub discounts and savings)
* Pension
* Employee referral scheme
* Bespoke training and development opportunities
* Opportunity to buy health cash plans
* Cycle to work scheme
* Regular employee appreciation events
* 25 days holiday plus the usual bank holidays
* Hybrid working available once training completed
*subject to T&Cs
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