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My client is looking for a Customer Service Coordinator based in Lichfield, you will report to the Head of Customer Services and provide world-class customer service support function to Franchisees and customers across all market sectors. You will be required to build and develop strong working relationships with the Franchisees, promoting a collaborative and mutually respectful partnership. You will be required to understand the franchisee's business objectives and the support they will require at various stages of the company's journey. You will uphold our company values and handle all franchisee queries in a professional, consistent manner and in line with the Operations Manual and Ensure smooth and timely completion of administrative aspects of Franchisee and end-customer working relationships. This is a Full time, onsite £24-25k, plus company benefits. Duties of the Customer Service Coordinator: Handle incoming calls, emails, WhatsApp, and other social media messages in a professional, friendly manner within given timescales and in-line with company procedures. Deliver a 1st line resolution to customers' sales, technical, marketing, and national account queries. Manage orders through the franchisee order portal, producing all necessary documentation for shipments and handling haulier logistics and queries relating to franchisee orders and deliveries. Process and distribute all national account portal orders, emailed purchase orders and new launches, ensuring that all orders are delivered to time and quality. Handle complaints to resolution using Sage CRM to record all information and track progress. Maintain regular and open communication with outbound calls to the franchisee network, gathering quantitative and qualitative feedback on product, service and local success stories and record in Sage CRM. Page 2 Customer Service Coordinator Jan 2023 Liaise with internal departments to resolve operational issues and deliver franchisee feedback to improve internal processes. Administer invoices, credit notes and month end processes. Maintain the information on the order portals, websites and databases using Word Press, Magento and access database systems. Provide up-to-date, market relevant, technical and product information to franchisees, customers, and internal staff. Have an in-depth knowledge of company products and procedures to provide effective and efficient all-round business support service to the franchisee network. Management of departmental product, technical and specialist knowledge management systems ensuring the capability to give accurate and real time information to all our customers. Set-up special order requests, raw materials and product concept requests and communicate decisions. Make valeting course bookings, take payment, and liaise with stakeholders when required highlighting any concerns with course occupancy. Individual management of allocated projects and tasks. The Ideal candidate should possess: Excellent communication and interpersonal skills Friendly and professional telephone manner Ability to communicate with people at all levels. Team orientated & Self-motivated. Able to deal with customers in a calm and composed manner. Highly motivated with a positive attitude Please click "APPLY" or call Ruth Flukes on for more information or email
Inbound Call Handler / Service support call handler , Bolton, Monday to Friday £24k Monday to Friday, 40 hr working week Interviews are taking place Wednesday 15th, Thursday 16th and Friday 17th May so you would need to be able to commit to one of these. Love been on the end of phone and taking calls from customers ? If you get a buzz out of being the first point of call, the person that starts that ball rolling to solving issues, then read on. As the Call Handler / Customer Service Coordinator / Service support Call handler you will be working with a well established company, they are mixing things up and building a team to provide frontline call answering for breakdowns, service related issues and all other enquires. You could be in at the beginning as they build their new team as a central point of contact for all customer enquiries Answering calls will become second nature, ensuring that you understand the enquiry, logging the details accurately so that they can be forwarded to the correct department. This requires great attention to detail, a good telephone manner and superb communication skills to ensure your customer is happy. So, as the call handler / customer service coordinator what will your day to day be doing ? Answering calls within the agreed service level agreements that we have with our customers Accurately recording on the IFS system, all the details that are relevant to the customer and ensure a slick process as the work is passed to the coordination team Supporting the regional admin team at times where call volumes allow Providing an industry leading customer experience on every occasion Handle all calls with a professional and empathetic manner. If you enjoy a busy environment, love being on the phone and logging calls for customers this is absolutely the perfect role for you. You will need your own transport to get there as its a bit tricky on the bus and would involve a 15 minute walk, but its not impossible. Interested, want to be a part of something new ? Great hit that apply button now. This role would someone who enjoys being on the phone, someone who has worked in a call handling role, a customer services role or similar.