Overview
Reporting into the Warehouse Customer Service Team Leader, this role is focused on handling referred queries that require further investigation, including liaising with our operations team, carriers or other third-party stakeholders. This includes daily problem solving, data handling and logging and following all queries through to the end with a extra mile service attitude.
Responsibilities
* Overall management of referred queries, to ensure agreed service level is met and customer satisfaction is delivered
* Develop an expert level of understanding for the customer queries to provide the best resolution, with the business interests at the forefront of every decision
* Taking ownership of queries and delivering above and beyond resolutions with little cost impact to the business
* Supporting the wider team to offer training and shadowing opportunities to build confidence across the full department
* Solving all problems that arise and liaising with the relevant stakeholders to find cost effective resolutions that also offer a great standard of service
* Ensure that each query is handled with a flawless attention to detail and fixing any mistakes to ensure all data is logged accurately and the query is resolved correctly
* Full awareness of contact drivers and ability to report trends and make suggestions for positive change
* Ability to pick up on trends that require additional training or a process review
* Manage and share documents to support the wider team, to ensure that the highest standard of service is always delivered and accessible when handling queries
* Maintain an accurate record of customer issues and solutions in-line with DUSK standards
* Attend and participate in relevant meetings, contributing to process and operational improvement
Skills
* Communication and approachability are essential
* Right first time and extra mile service offering
* Organisation and time management
* Ability to prioritise in line with business interests
* Eagerness to solve problems independently
* Excel skills, including ability to report
* Flawless attention to detail
Behaviours
* Enthusiastic and optimistic towards all tasks
* Encourage feedback and remaining approachable for all suggestions
* Eagerness to work collaboratively
* Willingness to muck in all areas, as and when required, depending on the business needs
* Brand ambassador that is passionate about the success of DUSK
* Awareness of presentation and conduct to set the right example
Job Types: Full-time, Permanent
Benefits:
* Company pension
* On-site parking
Application question(s):
* Please confirm salary expectation
Experience:
* Customer service: 1 year (preferred)
Work Location: In person