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 data bases.
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:
· Working as part of a team in delivering a high standard of service to our business customers.
· Escalate unresolved or complex customer issues to relevant department or higher-level when necessary.
· Maintain and update customer records using CRM systems to ensure accurate data and track support interactions.
· Assist in co-ordinating projects that require cross-functional collaboration.
· 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.
· Proactively actioning and managing customer and Sales force emails.
· Understanding and delivering to the customers' expectations and deadlines.
· Proactively managing customers to ensure they are fully informed of the progress of their orders through to shipment, ensuring service expectations are met.
· Logging complaints/quality issues on CRM.
· Working closely with colleagues across other departments and sister companies ensuring information and process are integrated and aligned.
· Proactively managing the customer active order book with the Sales force.
· Full process handling for the return of faulty product, ensuring all relevant procedures are followed.
· Any other duties as required by the Manager for the smooth and efficient operation of the department.
What you will already have:
· Ability to use own initiative in a proactive manner.
· Have knowledge of export and commercial invoicing (desired).
· Strong attention to detail (essential).
· Possess the ability to problem solve, prioritise and work under pressure.
· Have excellent customer service, relationship and communication skills.
· Be proficient in MS Office Suites (desired).
· Experience of EFACS/Sage or alternative ERP systems (desired).
· CXone/Hubspot CRM knowledge (desired).
· Enjoy working as part of a well-established team.
· Willingness for continuous learning and development
Core Competencies
· Customer Service Excellence
· Problem Solving Skills
· Time Management and Organisation
· Adaptability, Flexibility and Resilience
· Emotional Intelligence
· Business Acumen