If you love customer support this could be the perfect opportunity for you. My client is looking for someone who can combine excellent customer service with sales administration. The role provides a vital link between our high revenue Key Account customers and our Key Account Managers and involves all elements of customer support. You will be instrumental in developing good relationships with customers, ensuring orders and any queries or issues are dealt with efficiently and within SLA timeframes.
Key accountabilities
- Collaborating across various functions to handle first-line customer service enquiries and perform sales administration tasks for Key Accounts.
- Meeting and achieving targets and SLAs while managing your daily workload to ensure these metrics are met.
- Using company databases proactively on a daily basis to contribute to departmental goals, including order management systems, CRM, and client portals.
- Working with all internal departments to resolve customer queries and complaints.
- Supporting Key Account Managers by ensuring orders across their base are sent out on time and in full. Identifying anything that needs correction and take appropriate action.
- Providing feedback to management for continuous customer improvement.
Key challenges and decisions
- Advocate for customer needs constructively with internal colleagues.
- Ensure orders are placed accurately
- Be able to work within a fast-paced environment with multiple areas of accountability
Person Specification
- Have experience with Excel and CRM systems such as Hubspot, Salesforce, Zendesk or Freshdesk. (highly desirable).
- Have experience managing high-turnover accounts, such as key accounts or VIP customers.
- Be proactive and demonstrate initiative with a keen eye for detail.
- Possess excellent communication skills (both verbal and written) and adjust them, as necessary.
- Be accustomed to working in a fast-paced environment, able to prioritise and manage your workload to ensure urgent tasks are addressed promptly.
- Be comfortable speaking to customers over the phone to resolve issues faster and build customer relationships through phone calls rather than relying on emails.
- Be a quick learner.
- Have experience in a similar customer service role, ideally within a similar B2B or BTR industry, and in managing/resolving customer complaints. Sales administration experience, particularly with key accounts, is highly desirable.
- Display excellent customer service skills.