Customer Helpline Officer
Belfast
37.5 hours
£12.75 per hour
KEY DUTIES / RESPONSIBILITIES
1. Contribute to the investigation and resolution of customer stock delivery after sales discrepancies, which include communication with Logistics teams and the interrogation of warehouse management and eFinancials systems. Escalate significant / high value discrepancies to line / senior manager where necessary. Maintain accurate records of aftersales discrepancies for monitoring / analysis purpose
2. Record customer complaints via the PaLS customer complaints register. Where appropriate take the lead in the investigation of customer complaints and recommend corrective and preventive measures to be taken
3. Process HSC and Private sector customer requests for stock returns, ensuring returns criteria are met and all necessary documentation is generated using eFinancials and Business Intelligence reporting systems
4. Communication and Information Management
5. Assist in daily call handling, responding to customer queries and provide assistance as appropriate
6. Assist in the daily creation /maintenance of all HSC customer Internal Delivery Address related standing data records in keeping within agreed timeframes using FPL eFinancials application
7. Assist in the filing of team related records in line with PaLS records management, retention and destruction protocols
ESSENTIAL CRITERIA
Experience/ Qualifications/ Registration
A minimum of 5 GCSE’s at Grade A-C to include Mathematics and English OR relevant NVQ Level 2 or GNVQ qualification plus 1 year’s relevant experience
OR
Two (2) years relevant work-based experience**.
**Relevant experience should include:
Experience in a customer service role dealing directly with customers, clients or suppliers.( e.gAdmin/Retail or warehouse role)
IT Skills particularly in the use of Microsoft office applications such as word, outlook and excel
To apply send cv via link