Role Purpose
Within the customer services team there are various roles each of which work together to create an exceptional customer experience. The customer service administrator deals predominantly with the email contact channel processing orders/hires, producing quotes, updating status’ of jobs/orders and ensuring that our customer gets what they want, when they want it.
Key Responsibilities
* To become a contract expert for a designated rental contract, fully understanding KPI’s, preferred ways of working and key customer contacts
* To enter customer orders efficiently & accurately and within the agreed response time of 4 hrs
* To monitor the status of all orders/ jobs to ensure they are delivered on time, chasing up delays and working with other key departments to mitigate them
* To proactively liaise with commercial team in regards to delays/ customer dissatisfaction to agree correct management of the communication to the customer
* To ensure orders/jobs are processed in accordance with uploaded price agreements and any variances are communicated to the commercial team and CS managers
* To communicate with the customer in line with the call & email guidelines & experience expectations
* To offer face to face customer service through occasional site visits
* To manage after sales service queries such as customer returns, credit requests & customer feedback and complete all relevant documentation accurately
* To answer telephone calls within the agreed 12 secs
* To deal with all calls efficiently aiming for a ‘right first time’ resolution for the customer
Key Skills
* Customer centric mindset
* Strong written skills
* Ability to multitask
* Good collaboration skills
* Great time management skills
* Thorough with a great eye for detail
* Excellent process compliance
* Great verbal communication standards
* Excellent listening skills
* Ability to multitask
* Able to remain calm and resilient during difficult interactions
* Great people skills