Customer Service Representative
As a key member of our Customer Service Team, you will play a vital role in ensuring exceptional customer experiences. Your primary responsibility will be to provide high-level customer service, acting as the first point of contact for customer inquiries via phone and email. You will work closely with our support teams and operations network to efficiently track, monitor, and resolve all customer inbound queries in a timely manner.
About the Role:
* Provide exceptional customer service that meets customer needs and expectations while working towards first contact resolution.
* Establish and build rapport with customers, providing accurate and timely information to instill confidence in our ability to deliver an exceptional level of service.
* Build and maintain strong relationships with internal and external customers, establishing strong connections with other departments.
* Analyze and interpret data and customer reporting to inform decision-making.
* Proactively keep customers updated on all aspects of their inquiry in a timely manner.
* Accurately record clear and concise notes for each customer interaction within our CRM system.
* Resolve complex customer inquiries, including pricing queries, invoice disputes, and manage customer dissatisfaction.
* Identify and escalate any process issues, offering positive suggestions/ideas for suitable resolutions.
Requirements:
* Demonstrate an ability to work in a fast-paced environment within the service industry.
* Able to work independently or as part of a wider team.
* Demonstrate a logical thought process aligned with customer demands and expectations.
* Excellent verbal and written communication skills.
* Demonstrate commercial awareness.
* Competent in Microsoft packages.
* Strong problem-solving skills with attention to detail.
* Results-oriented.
Benefits:
Stericycle offers a range of benefits, including:
* Contributory Pension Scheme
* Life Insurance
* Cycle to Work Scheme
* Access to SteriCares, our employee support fund
* Stericycle University – Our online library of self-development & learning
* Annual performance-related pay review
* Referral Scheme (Earn by introducing people in your network to Stericycle)
* Flu voucher
* Eye Test voucher