The purpose of this role is to support and communicate with all our customers, to deliver best-in-class service. This role involves working with internal and external stakeholders processing all orders, handling all enquiries, and ensuring full customer service satisfaction.
What You'll Be Doing
1. Process all types of local and international orders, returns and credits accurately and within agreed timescales.
2. Proactive communication via phone, email, and face-to-face in a helpful and professional manner with customers and field staff throughout the order processing stages.
3. Communicate positively and effectively within the team and with all your stakeholder groups internally and externally.
4. Capture analysis of feedback and complaints, and other analyses as required.
5. Update and maintain SOP when necessary.
6. Provide MI.
7. Update and maintain customer contract pricing in ERP.
8. Work proactively as part of the CS team, helping the team achieve its goals and develop. This includes supporting your colleagues and providing cover for any tasks as needed.
9. Ensure continuous improvement to processes and systems.
10. Support cross-training of other team members.
What Experience Do You Need
1. Proactive customer focus approach.
2. Excellent written and verbal communication skills are essential.
3. Strong organizational skills.
4. Strong interpersonal skills and relationship builder.
5. Flexible ‘can do’ attitude needed to thrive in a rapidly growing and changing company.
6. Good problem-solving skills and logical approach.
7. Able to present information clearly and concisely.
8. Analytical and problem resolution skills.
9. Able to work to performance targets.
10. Able to work on own initiative.
11. Ability to work to tight deadlines with accuracy and detail.
12. Intermediate and Advanced Excel skills.
What We Can Offer You
1. Private healthcare.
2. Wellbeing allowance up to £300.00 a year.
3. Monthly yoga sessions and quarterly massages.
4. Annual programme of fun events.
5. On-site restaurant.
6. Enhanced maternity & paternity leave.
7. Free parking on site.
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