Customer Care Specialist
Redditch, Worcestershire
£26,000 + 15% performance‑related bonus
Hybrid – 3 days in office, 2 days remote. Monday to Friday, 9am – 5pm.
Cast UK is supporting an industry‑leading global organisation in recruiting a Customer Care Specialist for its high‑performing customer service team.
Key Responsibilities
* Manage multi‑channel customer enquiries via phone or email, ensuring all requests are handled promptly and professionally.
* Process quotations and customer orders, ensuring accuracy and efficiency throughout the lifecycle.
* Monitor and co‑ordinate order fulfilment, proactively communicating updates and managing delivery expectations.
* Collaborate with the technical support team and subject‑matter experts to resolve complex customer issues.
* Record customer feedback and report non‑conformances, supporting continuous improvement initiatives.
* Manage escalations effectively, ensuring timely resolution and customer satisfaction.
* Maintain accurate records within CRM systems (SAP and Salesforce) and case‑management platforms.
* Support service excellence by contributing to performance metrics and customer satisfaction tracking.
Experience & Skills Required
* Previous experience in a customer service, customer care, or order management role within a fast‑paced environment.
* Strong background in handling service requests, quotations, and order processing.
* Experience using CRM systems such as SAP, Salesforce or similar platforms.
* Excellent communication and interpersonal skills with a customer‑first approach.
* High attention to detail and the ability to manage multiple priorities.
* Strong problem‑solving skills and the ability to work collaboratively across teams.
* Proactive, organised, and adaptable with a positive and solutions‑focused mindset.
* Ability to problem‑solve under time pressure with a logical outlook.
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