Owens Group is a fast-developing, multisite organisation with a large and diverse customer base, making this an exciting opportunity. Owens Group is looking to recruit a Customer Service Representative. Shifts are available: Monday to Friday, 45 hours (half-hour break deducted). Start times to be discussed at interview. Salary: £27,500.00.
The role involves taking responsibility as the focal point for all customer questions or concerns, ensuring timely and accurate responses.
Responsibilities
1. Respond promptly to customer inquiries via phone, email, and chat.
2. Keep customers informed throughout their experience with Owens Road Service.
3. Resolve discrepancies and enter details onto the Warehouse Management System.
4. Manage customer accounts and ensure continuous communication.
5. Investigate and resolve complex or long-standing customer issues.
6. Prioritize work to ensure accuracy and liaise with drivers/warehouse staff to confirm all deliveries are completed.
7. Maintain accurate records of customer interactions and transactions.
8. Analyze data to determine customer service needs.
9. Follow customer service procedures, policies, and standards, ensuring data accuracy and updates.
10. Communicate courteously via telephone, email, fax, letter, and face-to-face.
11. Provide help and advice on products or services.
12. Create written information for customers using computer software.
13. Develop and record feedback or complaints procedures.
14. Build rapport with customers and colleagues, obtaining relevant information and documents.
15. Establish strong professional relationships and maintain excellent phone etiquette.
16. Provide accurate product and service information.
17. Assist with order placements, modifications, and cancellations.
18. Handle complaints professionally and resolve issues efficiently.
19. Upsell products and services where appropriate to enhance satisfaction.
20. Keep detailed records of interactions and transactions.
21. Collaborate with team members to improve service delivery.
22. Possess excellent communication skills in English.
23. Knowledge of Warehouse Management System (desirable).
24. Experience at a similar level.
25. Proficiency in Excel and other computer skills.
26. Strong listening skills and geographical knowledge.
27. Data collection and analysis skills.
28. Adaptability, attention to detail, and a flexible 'Can Do' attitude.
29. Ability to analyze customer needs and offer tailored solutions.
30. Experience in upselling techniques.
31. Proficient in data entry for accurate record keeping.
32. A friendly, approachable demeanor to foster positive relationships.
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