Responsibilities:
- Log and manage all telephone and email inquiries and complaints efficiently throughout the case lifecycle, ensuring adherence to service level agreements (SLAs) and following call flow and escalation procedures.
- Process customer orders accurately and promptly to meet export, warehouse, and delivery deadlines.
- Assist customers in making purchasing decisions by providing relevant information and guidance.
- Offer a focused and timely quotation service, including providing discounts and handling special requests.
- Support and investigate all aftersales activities, including proof of delivery (POD), invoice discrepancies, warranty claims, and damages resolution.
- Provide technical support for all product ranges to ensure customer satisfaction.
- Identify opportunities to improve the customer experience and implement appropriate measures.
- Adhere to all data protection regulations to ensure confidentiality and security of customer information.
- Maintain flexibility to ensure uninterrupted customer service levels at all times.
Experience:
- Very strong communication skills and the ability to deal with both internal and external customers
- Good team player who can also work well independently
- Good telephone skills
- Strong organisational skills
- Knowledge of CRM systems e.g. Microsoft Dynamics (desirable but not essential)
- Proactive and professional
- Self-motivated with a positive approach to work
- Committed to providing the highest levels of customer service at all times
- Flexible with a 'can do' attitude
- Good IT skills
- Ability to handle multiple priorities and meet deadlines
- Ability to think outside the box and resolve issues
- Able to work well under pressure and react well to unexpected issues
- Works on own initiative
- Personable and polite
- Excellent time management skills