Customer Care Associate
Are you enthusiastic about delivering outstanding customer service? Would you like to join a rapidly growing organisation?
At Origin Suregreen Limited, we are seeking a Customer Care Associate to join our team to provide an exceptional range of services to our customers.
The ideal candidate will excel in a team environment and contribute to achieving high levels of customer satisfaction and retention while reporting to the Customer Services Manager. This is an exciting opportunity to embrace a new challenge and advance your career with a dynamic and fast-growing company.
Main Responsibilities
1. Multi-Channel Communication: Engage with customers through in-person interactions, telephone calls, web chat, and platform messaging, ensuring clear and effective communication.
2. Customer-Focused Approach: Maintain a positive, empathetic, and professional attitude toward customers at all times, building rapport and trust.
3. Prompt Response: Respond promptly and professionally to customer inquiries, complaints, and feedback, ensuring a high standard of service.
4. Product Knowledge: Provide detailed information about available products and services, answering any questions customers may have.
5. Issue Resolution: Investigate and resolve customer issues effectively, providing solutions or escalating matters to the appropriate team when necessary.
6. Order Management: Process orders, refunds, and manage returns while assisting customers with delivery-related issues.
7. Record Keeping: Maintain accurate records of customer interactions, transactions, comments, and complaints for future reference and analysis.
8. Cross-Department Collaboration: Work collaboratively with internal departments to ensure the effective resolution of customer issues, fostering a team-oriented environment.
9. Account Management: Establish new customer accounts, accurately recording information in Linnworks and Salesforce to ensure seamless data management.
10. Administrative Support: Manage daily administrative tasks efficiently, prioritising workload to meet customer service objectives.
11. Feedback Analysis: Identify trends in customer feedback and suggest improvements to enhance the overall customer experience and service quality.
12. Escalation Management: Refer advanced cases to management for resolution, providing necessary background information to facilitate a timely response.
Skills and Experience
* At least 2 years’ experience in Customer Care or a similar role
* Ability to thrive in a demanding environment, multitasking while keeping focus on the customer
* Experience using CRM systems
* Solid computer skills, including MS Office
* Ability to remain calm when dealing with difficult customers
* Excellent work ethic, self-motivator and driven
* Ability to quickly learn and retain product information
* Excellent written and verbal communication skills
* Ability to demonstrate patience and understanding
* Good planning and organisational skills
Job Types: Full-time, Permanent
Pay: £26,000.00-£28,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Enhanced maternity leave
* Free parking
* Health & wellbeing programme
* On-site parking
* Paid volunteer time
Schedule:
* 8 hour shift
* Overtime
* Weekend availability
Ability to commute/relocate:
* Finchingfield CM7 4NZ: reliably commute or plan to relocate before starting work (required)
Experience:
* customer care: 2 years (required)
Work Location: In person
Application deadline: 08/11/2024
Reference ID: OSL-CC-001
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