Description
We are working in partnership with a leading, values-driven organisation to recruit a passionate and detail-oriented Customer Service Executive. This role offers an exciting opportunity to join a collaborative team committed to delivering outstanding service and support to a broad customer base. The ideal candidate will bring strong communication skills, a proactive mindset, and a genuine enthusiasm for building positive client relationships. If you thrive in a fast-paced environment and are keen to contribute to a culture of excellence, this could be the perfect fit.
Key Responsibilities
* Provide assistance and advice to customers, drawing on a solid understanding of the company’s products and services
* Accurately and efficiently process customer orders using Oracle NetSuite or a similar ERP system
* Identify opportunities to offer additional products and foster strong, ongoing client relationships
* Enter orders received via email, phone, or website with a high degree of accuracy, and send order acknowledgements, flagging any changes to pricing or availability
* Communicate with customers in a courteous and professional manner via telephone, email, and written correspondence
* Investigate and resolve customer issues, including complex or long-standing concerns, within agreed levels of authority
* Approve product returns and issue discounts or credits within predefined limits and in consultation with relevant departments
* Capture and maintain detailed customer experience records in the system to support service improvement and identify revenue opportunities
* Support account management through proactive follow-up and service engagement
* Follow up on active customer service enquiries and provide timely updates
* Prepare customer quotations in line with requirements using the internal system
* Stay informed about product updates and developments
* Coordinate with operations teams to monitor order progress and provide customers with updates regarding delivery status
* Communicate with external logistics partners to obtain ETAs, PODs, and other relevant information
* Collect and analyse feedback at every customer touchpoint to help improve service delivery across the organisation
* Perform other ad hoc tasks as required in support of operational objectives
Key Competencies
Customer Service
* Seeks to provide an EXCELLENT service and to exceed client expectations
* Able to deal with situations in a professional and understanding manner
Communication
* Actively listens and communicates in a clear, concise manner, building positive working relationships at all levels
* Speaks with respect and with HONESTY, able to negotiate and give constructive feedback where necessary
Team work
* Works effectively within their team and contributes ideas and solutions with a PASSION to improve working practices and customer experience
* SUPPORTS the team and is flexible and willing to help team members and other areas of the business
* Builds positive working relationships at all levels and remains ACCOUNTABLE for allocated role responsibilities
Problem solving & Decision making
* Able to interpret rules and follow guidelines, seeking to resolve any issues with relevant team member
* Confident to ask questions and seek clarification with appropriate person
* Acts in a timely manner and understands the impact upon customers and business
Planning & Organisation
* Effectively manages workload
* Effectively deals with several different tasks. Able to handle conflicting priorities
Creativity & continuous improvement
* Identifies issues and takes a proactive approach to dealing with them with management support, with the aim of adding value
* Consistently seeks ways of improving individual and team performance
Adaptability & Managing change
* Shows resilience and flexibility in response to work priorities and issues (ACCOUNTABILITY)
* Is receptive and contributes to new ideas and approaches, and adapts accordingly.
* Remains positive and puts difficulties into perspective and is open to change about how things are done
Personal impact & Professionalism
* Understands how they can positively contribute towards company objectives
* Adheres to company standards and procedures, maintains confidentiality and upholds company SHAPE values at all times
* Able to take responsibility for own tasks and is reliable and trustworthy
Skills and Knowledge
* Previous experience in a Customer Service role essential.
* Experience in a sales support and or account management role desirable
* Excellent verbal and written communication
* Experience using Oracle NetSuite desirable
* IT literate
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.