Description:
Berry Recruitment are NOW hiring for a committed and experienced Senior Customer Relationship Associate to work for a professional and friendly business based in Milton Park.
The Benefits on offer
Role: Senior Customer Relationship Associate – Hybrid Working.
Location: Abingdon, Oxfordshire
Hours - Monday - Friday, 09.00am - 17.30pm.
Salary: £35,000 Per Annum
1. Benefits: Generous company pension (up to 10.5% matched on a sliding scale)
2. Hybrid working – Full time approximately 2 days working in the office and 3 days working from home. Days may be changeable, so flexibility is required.
3. Company shares
4. Health cash plan (Medicash)
5. Eyecare scheme (with Specsavers)
6. Corporate life insurance
7. 25 days holiday
8. Your birthday off (after 1 year of service)
9. 3 days holiday purchase
As a Senior Customer Service Advisor as responsibilities will be:
10. Communication with customers via email and telephone.
11. Process and follow up customer orders and quotes to achieve KPI results.
12. Resolving customer queries and complaints.
13. Working with other departments such as sales, production and logistics to address customer needs and ensure smooth cross-departmental operations.
14. Generate and review reports.
15. Consistently searching for innovative ideas for improvement to processes.
16. Regular feedback to the manager so that she is aware of any performance issues.
17. Assist the Manager with monitoring performance ensuring the team meets KPI’s and delivers exceptional customer service.
18. Provide frontline support to customers, processing customer orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved customer queries.
19. Ensure smooth day-to-day operations of the customer relationship team, overseeing scheduling, workflow management and ensuring efficient use of resources.
20. Work alongside the manager to monitor workload, team performance and compliance with KPI’s, offering guidance to ensure high standards of service
21. Assist with onboarding and training new team members and provide feedback to the existing team to improve service, quality and efficiency.
22. Take on managerial responsibilities in the absence of the manager, including motivating the team, setting team goals, and making staffing decisions.
23. Identify areas where processes or policies can be enhanced and work towards implementing improvements for both team efficiency and customer satisfaction.
24. Create and maintain written procedures in line with our processes.
25. Work alongside the manager to provide motivation to the team, promoting a positive customer-focused environment.
You will:
26. Assist the Manager with monitoring performance ensuring the team meets KPI’s and delivers exceptional customer service.
27. Provide frontline support to customers, processing customer orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved customer queries.
28. Ensure smooth day-to-day operations of the customer relationship team, overseeing scheduling, workflow management and ensuring efficient use of resources.
29. Work alongside the manager to monitor workload, team performance and compliance with KPI’s, offering guidance to ensure high standards of service