Pertemps have an exciting opportunity for Customer Support Advisors to join a large parcel delivery company in CV3 Coventry - IMMEDIATE STARTS!!!
Salary is starting at £14.41 per hour and the the hours are between 7.30am and 5.30pm
PURPOSE:
- The office is a multifunction department supporting EPG, EMS, GLS and Global Express services for International customers.
- The purpose of this role is to provide the highest possible level of proactive and reactive customer management to this client base. Displaying flexibility to multi-skill and support all supported international services.
- Excellent communication skills is a must for this role as you will be working with almost every other function within the company including Accounts/Sales teams, Depots, Hubs and other teams within the contact centre. In many cases, you will also be acting as a representative of the company, liaising with product partners like GLS and FedEx.
- The key purpose of this role is to provide effective solutions to enquiries, complaints and problems received from internal and external customers and by using proactive management tools, to resolve common issues like loss, damage, wrong delivery and status updates to ensure prompt delivery; ensuring the customer is kept fully informed of all developments and making full use of available IT systems.
- Ability to develop a strong working relationship with our internal and external customers is a must, working in partnership with our partners and the International Management team to provide exceptional customer services to our major international customers.
KEY CAPABILITIES:
- Ability to be proactive and to meet the daily KPI's of a demanding customer service environment
- Desire to be a customer service professional at the highest level.
- On a day-to-day basis, deal with enquiries/complaints concerning all aspects of service delivery.
- Liaise with operational units to be able to foster rapport and build relationships with Depots, Hubs, Retail/Contract Customers, International Management team and service partners like GLS and FedEx
- Meet agreed targets for completion of work.
- Represent the company in a professional and efficient manner at all times.
- To use internal IT systems to produce and utilise highly detailed reports.
- Ability to use and keep all systems up to date - this would include Resolve, IPC, GLS Unique, INSIGHT etc...
- Use messaging screens to provide accurate information to our International partners and use information received from our partners to feedback to the customer, in a timely fashion.
- To ensure customers receive regular updates either by phone or email.
- The ability to attend customer facing meetings which would include assisting with hosting customer visits.
- Ability to train and multi-skill within the office to allow cover of Freight, GX and GLS duties when needed.
- Ability to prioritise and make things happen
THE PERSON:
- Experience in a customer service/customer facing role
- Proactive approach to Customer Service/Customer Experience
- Excellent communication skills with the ability to communicate at all levels verbally and written with internal/external customers and partners
- Excellent telephone manner
- Good questioning skills
- Strong problem solving skills with the ability to come up with solutions
- A willingness to accept responsibility and meet tight deadlines with the minimum of supervision
- A flexible approach to work and ability to work as part of a team in order to deliver exceptional service standards
- Ability to work under pressure
- Ability to focus on customer retention
- Reliable and honest
- Smart business appearance
- Responsible
- Self-motivated
- Ability to deal with difficult customers and situations
- Good listening and interpersonal skills
COMMUNICATION
- Demonstrates the ability to attend customer facing meetings and assist with hosting of visits as required
- Would include appearance, product knowledge, communication etc
- Good telephone voice and manner
- Ability to communicate ideas constructively and use good questioning skills
TELEPHONY:
- Answer phone with correct greeting "Good morning/afternoon, client name, XXX speaking
- Answer and close calls with correct greetings
- Understand how to identify and resolve customer need
- Demonstrate good tone/pace and pitch with customer focused approach
- Able to use telephone management system
- Understand telephony KPI's
E-MAIL/WRITTEN:
- Able to use Microsoft outlook
- Able to use Microsoft Word
- Able to access personal email and group mail boxes as required and supported by the office
- Able to update e-mail signature
- Able to send and receive mail
- Understand requirements to personalise responses and use headers, body and close in appropriate manner
- Understands the importance of reviewing written correspondence, checking spelling, punctuation and grammar
IT SYSTEMS:
- Able to log into windows PC with password
- Able to access and understand how to use/read POISE
- Able to access and understand how to use/read Neopod
- Able to access central drive and key account folders
- Able to access and understand how to use/read Crossborder
- Able to access and understand how to use/read Rugby/IPC
- Able to access and understand how to use/read Resolve and Platinum Resolve
- Able to access and understand how to use/read FedEx INSIGHT
- Able to access and understand how to use/read GP Messaging
- Able to respond and raise traces on systems like crossborder and IPC
- Able to read and understand tracking history screens on POISE, Neopod, Crossborder, IPC and INSIGHT
Please send CV