Overview
Join to apply for the Customer Service Representative role at Open Source Web Pros.
We are Viking, a vibrant company with 25 years of industry experience, committed to excellent customer service and delivering a first-class experience throughout the customer order cycle.
Your Role
You will provide a personal touch to our business, delivering a friendly, professional and high-quality service to our customers. You will take inbound calls, resolve customer queries and identify up- and cross-selling opportunities. You will interact with customers through email and chat, process orders, and handle pre- and after-sales queries. You will proactively participate in outbound calls to new and reactivated customers to evaluate their experience and build customer loyalty.
You will work towards individual and team KPIs and be recognised and rewarded for going the extra mile.
Your Responsibilities
* Dealing with B2B and B2C customers, processing orders and queries for office supplies and equipment delivery.
* Respond via phone, email and chat ensuring a correct understanding of the reason for the customer contact.
* Ensure that the customer's question is answered and expectations are managed to the highest standard.
* Provide efficient and effective service, handling objections when needed.
* Suggest additional and alternative products or services to meet customer needs and refer customers to other Viking departments when required.
* Handle all administrative duties related to the customer service role, including updating customer information in the CRM system.
* Develop and maintain an understanding of all products, services, systems and processes to deal with a variety of queries.
* Listen to customer feedback to improve the relationship and the efficiency of the service.
Your Profile
Essential
* Previous experience in a customer-focused environment such as a contact centre, retail or hospitality.
* Autonomy with a positive attitude and team spirit.
* Customer satisfaction focused, process and results driven.
* Excellent listening skills with ability to build rapport.
* Fluent English, spoken and written.
* Problem solving using logic and initiative.
* Computer literacy, including Microsoft Office.
* Ability to learn and use a CRM system efficiently.
Desirable
* Ability to work within guidelines and contribute ideas to improve the customer experience.
* Ability to handle standard and sometimes complex questions to understand customer needs.
Benefits
* Generous pension (matched up to 6%, with a maximum employee contribution of 10%).
* Staff discount
* 25 days holiday plus bank holidays, rising with service
* 8 hours paid appointment time per annum
* Hybrid working possible after probation
* Employee Assistance Programme
* Free on-site parking and subsidised canteen
* Employee-friendly policies such as long service rewards
About Viking
We are Viking. We provide business supplies and services to help our customers work better—whatever their workplace. We are a single source for everything customers need to be more productive, including technology, core office supplies, print and document services, business services, facilities products, furniture, and school essentials. We sell approximately 45,000 products to UK businesses, mainly through our Ecommerce channel.
Our Values
* INTEGRITY: We earn the trust and confidence of employees, customers, suppliers and shareholders by being open, honest and truthful in all that we do.
* RESPECT: We treat others the way we want to be treated.
* TEAMWORK: We empower our employees and foster an open and equal approach to teamwork.
* INNOVATION: We cultivate a culture of creativity and a willingness to take intelligent risks.
* ACCOUNTABILITY: We are responsible for achieving and sustaining results that create value through personal commitment and collaboration.
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