Department: Customer Care
Reporting to: Customer Care Team Leader
Location: Warrington
Contract: Permanent
Hours: 37.5
GFS is a leader in the creation of high-tech solutions for the eCommerce and Logistics market space. We provide a multi-carrier solution to small and large businesses alike, providing a single point of contact and a simple Customer focused delivery solution. We provide accurate and up to date tracking of all parcels, manage all questions and queries and seamlessly handle claims for missing and damaged goods. Our solution has helped many retailers reach customers across the UK and worldwide that were previously out of their reach.
Role Description
Are you passionate about making a positive impact on people's lives? Do you thrive in a dynamic and fast-paced environment? If so, we have the perfect opportunity for you Join our team as a Customer Care Advisor and embark on a fulfilling journey where your skills, dedication, and passion for customer satisfaction will be the driving force behind your success. Full training will be provided.
You should be a well presented individual and will able to work extended hours during peak periods as required.
Main areas of responsibility
Call Handling within timeframes set out within the KPI's;
Action of emails in a prompt manner in timeframes set out within the KPI's;
Booking of collections; tracking of collections; within the timeframes set out in the KPI's;
Raising tickets in the agreed timeframes set out in the KPI's;
Resolving tickets in the agreed timeframes set out in the KPI's;
Tracking of consignments;
Pass all customer escalations to the Customer Services Manager in a prompt manner;
Ensures that the company satisfies both its internal and external customer needs;
Communicating courteously with internal and external customers by telephone and email;
Keeping up to date with any organisational changes in products or services;
All other reasonable requirements as specified by senior management.
Education & Experience
Essential:
Self- Motivated, ambition to succeed, motivational;
Experience within a customer service/call centre environment;
Ability to communicate and influence suppliers to deliver a premium service
Desirable:
Experience in the parcel industry
Personal:
Strong ability to impact and influence;
Excellent interpersonal understanding;
Excellent communication skills;
Listens to and values the opinions of others;
High level of integrity, trust and respect;
Ability to make decisions;
Good problem solving skills;
Approachable, adaptable and flexible;
Challenges assumptions and encourages change;
Positive 'can-do' approach