Overview
Customer Services Executive 30K – 34K (Salfords) My client is looking to recruit a crucial role in the operation of their business, recording and managing customer quotes and orders via email and telephone. Tasked with ensuring that each quote/order is processed efficiently and accurately, from initial query through to delivery. An important part of this role is taking pride in delivering excellence in customer experience, going that extra mile for our customers each time. The aim is to ensure that our standards never slip and therefore you must maintain a positive attitude and answer customers questions to your best ability. The ability to work under pressure, to work as a team, always striving to align with our culture of Continuous Improvement and Exceeding Expectations while meeting KPI’s. The ability to listen to a customer’s needs and provide a top first‑class service to our customers. You will be helpful and friendly whilst getting to know our customers on a first name basis, building relationships that customers want to return to. You will also provide customers with information on our products and take our sales from good to great.
Responsibilities
* Processing quotes and orders (including web) through multiple channels in an efficient and effective manner.
* Upsell/Cross Selling.
* Tender Quote input support.
* BSO – Calls Offs inputting.
* Identify opportunities to pass onto the IAM/BD Teams.
* Proactive escalation of issues.
* Managing customers’ expectations and building relationships.
* Call handling to meet our SLA.
* Quote follow ups.
* Inbox supervising.
* Contacting customers for any queries on quotes/orders.
* Ensure accuracy of all queries.
* Adhere to company policy and procedures.
* Assist other areas of sales as required.
* Ensure to hand over any tasks which are “after sales” query.
* Ensure to contribute to the quote conversion rate by raising quotes to orders where there is a quote available.
* Quote turnaround – ensuring to turn quotes around within the KPI timeframe to give the best chance at getting an order in return.
Working Hours
Working hours: 08:00 - 17:00 or 08:30 - 17:30 Monday to Friday
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