Senior Customer Representative
Join a leading company impeccably positioned in the food manufacturing industry, a key innovator and well established leading Blue chip food manufacturer with over 5 manufacturing sites. Our client is passionate about their customers, they're innovative, people-focused and committed to building strong partnerships both internally and externally.
Key Responsibilities:
1. Address complex customer challenges and support frontline staff with advanced problem-solving.
2. Investigate and resolve customer complaints swiftly and effectively.
3. Communicate with customers through phone, email, and chat to ensure satisfaction and efficiently address their needs.
4. Data Entry and Management: Maintain up-to-date customer records and process orders.
5. Documentation: Track and report on customer queries and issues.
6. Operational Improvement: Identify and enhance customer service processes; propose innovative solutions.
7. Assist in creating and refining Standard Operating Procedures to maintain service quality.
8. Analyse key service metrics to improve response times and customer satisfaction.
9. Maintain post-service contact to assess satisfaction and gather feedback.
10. Use customer feedback to develop loyalty strategies.
11. Stay updated on the company's products, services, and policies to provide informed support.
12. Generate detailed reports on customer service performance.
13. Evaluate customer feedback and communicate findings to management for product and service refinement.
14. Coordinate with sales, marketing, and product development teams to ensure seamless service.
15. Address recurrent challenges by collaborating with relevant departments.
16. Provide reception support as part of a rotation.
Skills and Qualifications:
1. 3-5 years of experience in customer service, including direct handling of concerns and efficient problem resolution.
2. Strong verbal and written skills for effective interaction.
3. Proficient in data management, scheduling, and report preparation.
4. Meticulous attention to ensure accurate record-keeping and high service standards.
5. Quick and effective at diagnosing and solving customer issues.
6. Skilled at working and assisting within team settings.
7. Competent with CRM systems and Microsoft Office.
8. Excellent at prioritising tasks and meeting deadlines.
9. Qualifications: Minimum of a GCSE grade 5 or equivalent in Maths and English.
For more information please contact the team at Recra.
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