RELOcruitment are delighted to be working alongside an award-winning Removals & Storage Firm. They provide professional removals and storage solutions all over the globe.
They are now looking for a two Customer Service Administrators to join their busy team based in Basingstoke.
The ideal candidate will have strong Customer Service experience. Industry experience will also be beneficial however; this is not essential.
The Successful candidate will be the first point of contact for customers and will inspire confidence in the company brand with excellent communication and problem-solving skills.
Responsibilities:
* Respond to customer enquiries via phone, email, and live chat in a timely and professional manner.
* Be available and own responsibility for your customers’ experience throughout their moving journey.
* Provide accurate information about products and services addressing customers’ needs and concerns.
* Maximise revenue through upselling optional extra products and services.
* Maintain excellent customer service and communication standards at all times work to KPI’s ensuring targets are met.
* Ability to problem-solve in order to achieve a positive customer outcome.
* Collaborate with team members to improve customer service processes and outcomes.
* Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
* Stay up to date with product knowledge, company polices, and industry trends.
Key Areas of Focus:
* Effective management of all incoming calls and enquiries
* Recording of clear and accurate information provided by customers
* Convert a customer initial enquiry into a quotation for the customer's move
* Promote the company brand by encouraging customers to share their experiences on review platforms
* Meeting productivity goals by being targeted on the number of moves managed each month
* Effective cost control through customer interaction and excellent customer service
* Methodical approach to post-move satisfaction
Ideal Skills & Experience:
* A customer centric approach and attitude.
* The ability to actively listen and show empathy and understanding at all levels
* Excellent verbal and written communication skills
* Ability to manage customer queries appropriately and efficiently
* Be enthusiastic, self-motivated and positive in your approach.
* Have excellent organisational skills with the ability to prioritise workload and multi task
* Exhibits flexibility, be adaptable to change
* Excellent time management, with the ability to work well under pressure
* A passion for completing all tasks to the highest standard and be driven by results
* Proficient IT skills – Office, Word, Excel