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POSITION KEY RESPONSIBILITIES Build strong working relationships with your key accounts to ensure we are offering a high level of customer support whilst working closely within the team & find ways to continue to improve our Customer Experience. Process customer orders in accordance with the customer's delivery requirements and agreed pricing onto the system & action all customer correspondents in line with the targets set. Ensure appropriate document achieved to set up new customer accounts in conjunction with finance. Taking daily calls & emails and ensuring cases are logged in Salesforce to help collate data to find ways of improving our all-round Customer Experience. Completing daily KPI log to help gather data which will support CX improvement plan. Understanding of both SAP & Salesforce in order to be able to respond to all customer enquiries & complaints. Build sustainable relationships of trust with all internal and external customers through open and interactive communication channels. Work in a well-organized, consistent way in the department so that colleagues can easily see what work is completed and what may be work in progress at any time. Provide and update any bespoke customer working instructions to ensure team can support your customer groups in your absence or support during busy times. Resolve product or service problems by clarifying the customer's complaint, determining the root cause then selecting and explaining the best solution to solve the complaint. Executing correction action and follow up to ensure resolution. Be intuitive, make use of resources available to problem solve and identify improvements. Provide requested data or feedback to wider business as required to help improve Customer Experience. Monthly & Quarterly presentation demonstrating progress based on individual & Team KPI's & Objectives. Management of JG website enquiries, forwarding via email to appropriate departments, countries etc General filing of information. RWC - Arranging and management of carriage to overseas customers including required paperwork for customs compliance etc. Adhere to the requirements of the Quality Management system. Comply with all current work instructions & mandatory training required within the organisation. Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
Job Title: Complaints Specialist PURPOSE SUMMARY: You will be responding to and processing all customer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions. Through day to day actions ensure compliance of all regulatory requirements and industry standards. To enhance the brand through continued commitment to the organisation's vision and values. Investigate all concerns raised either by phone or in writing, in accordance with Dispute Resolution rules Managed complaints from date of receipt until satisfactory conclusion, ensuring all the information has been obtained and all complainants are responded to in accordance with company regulations Produced clear and factual responses either in writing or by phone, to all points raised by complainant Personally responsible for handling all complaints within organisational rules and regulations Maintaining accurate departmental records Achieving and maintaining complaint handling targets Offering redress where appropriate Providing feedback to business on complaint issues and trends, identifying improvement opportunities and gaining consensus to deliver improvements Representing Resolutions when required and raising the profile of the department wherever possible Constantly working to support the business via process improvements, education and training Taking responsibility for certain complaint types regards to meditation work completed by the business Deliver weekly and monthly individual performance measures to team manager KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS: Resolving complaints through a final response letter (Essential) Proven track record of working with and handling complaints (Essential) Strong telephony expertise within a contact centre or similar environment (Preferred) Familiarity with relevant regulations and legislation (Preferred) Minimum of A levels or equivalent IT SKILLS PROFILE: Excel and Word to Intermediate level Workflow management