Customer Service and Administration Assistant
Location: Warrington - Office Based
Position Type: Full-Time - Monday-Friday 9am-5pm
Job Overview:
Our client is seeking a dedicated and proactive Customer Service and Administration Assistant to join their growing team. The successful candidate will be responsible for providing excellent customer service across our mobiles, broadband, phone systems, energy services, and merchant services departments. This role involves managing customer queries, processing orders, and handling various administrative tasks via online portals and CRM systems.
Key Responsibilities:
1. Mobiles, Broadband, and Phone Systems:
- Handle initial customer inquiries via phone and email, providing prompt and effective assistance.
- Manage customer expectations by coordinating with the team and scheduling follow-up support if necessary.
- Make amendments to existing customer accounts (e.g., change of usernames, SIM swaps) using our online portals.
- Process new orders and upgrades for customer accounts through our CRM system and online portals.
- Prepare and send electronic contracts (e-sign) for agreed products to customers.
- Communicate with suppliers to query and order items/products via phone and email.
- Package parcels for delivery and take them to the local post office (2-minute walk).
- Enter job data into our CRM and billing system as required.
2. Energy (Gas, Electricity, and Water):
- Respond to initial customer queries, ensuring accurate and timely responses.
- Manage customer expectations regarding response times by coordinating with the team.
- Process new orders and handle supplier communications to query or order items/products.
- Input job data into the CRM system efficiently and accurately.
3. Merchant Services:
- Request and collect necessary company and personal information from customers via phone and email for application processing.
- Complete and submit application forms on the online portal, ensuring all required documentation is included.
- Keep customers updated on the status of their application, requesting, and submitting additional information if required.
- Manage customer queries related to merchant services and provide contact information for further support if needed.
- Accurately input job data into the CRM system.
Key Skills and Qualifications:
- Strong communication skills, both verbal and written, with a professional telephone manner.
- Ability to manage multiple tasks effectively and prioritise workload.
- Familiarity with CRM systems and online portals (training will be provided).
- Detail-oriented with excellent organizational skills.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work independently and as part of a team.
- Prior customer service experience is advantageous.
Working Hours:
- Full-Time - Monday-Friday 9am-5pm
Benefits:
- Competitive hourly rate.
- Training and development opportunities.
- Flexible working
- Free Parking
- Friendly and supportive work environment.