Berry Recruitment are NOW hiring for a committed and experienced Senior Customer Relationship Associate to work for a professional and friendly business based in Milton Park.
Role
Senior Customer Relationship Associate – Hybrid Working.
Location
Milton Park, Oxfordshire.
Hours
Monday - Friday, 09.00am - 17.30pm.
Salary
£35,000 Per Annum.
Benefits
* Generous company pension (up to 10.5% matched on a sliding scale)
* Hybrid working – Full time approximately 2 days working in the office and 3 days working from home. Days may be changeable, so flexibility is required.
* Company shares
* Health cash plan (Medicash)
* Eyecare scheme (with Specsavers)
* Corporate life insurance
* 25 days holiday
* Your birthday off (after 1 year of service)
* 3 days holiday purchase
Responsibilities
* Communication with customers via email and telephone.
* Process and follow up customer orders and quotes to achieve KPI results.
* Resolving customer queries and complaints.
* Working with other departments such as sales, production and logistics to address customer needs and ensure smooth cross-departmental operations.
* Generate and review reports.
* Consistently searching for innovative ideas for improvement to processes.
* Regular feedback to the manager so that she is aware of any performance issues.
* Assist the Manager with monitoring performance and ensuring the team meets KPI’s and delivers exceptional customer service.
* Provide frontline support to customers, processing customer orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved customer queries.
* Ensure smooth day-to-day operations of the customer relationship team, overseeing scheduling, workflow management and ensuring efficient use of resources.
* Work alongside the manager to monitor workload, team performance and compliance with KPI’s, offering guidance to ensure high standards of service.
* Assist with onboarding and training new team members and provide feedback to the existing team to improve service, quality and efficiency.
* Take on managerial responsibilities in the absence of the manager, including motivating the team, setting team goals, and making staffing decisions.
* Identify areas where processes or policies can be enhanced and work towards implementing improvements for both team efficiency and customer satisfaction.
* Create and maintain written procedures in line with our processes.
* Promote a positive customer-focused environment.
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