Are you an experienced Customer Service Coordinator who can manage operational aspects in collaboration with the Customer Service Manager and various teams. The ideal candidate will be a central figure in ensuring customer satisfaction, adept at problem-solving, and possess a customer-centric approach. This role requires someone who can effectively communicate and coordinate internally and externally to maintain high service levels and manage customer interactions professionally.
Day to Day of the role:
- Log and triage customer complaints to determine case allocation by site
- Investigate and diagnose complaints or customer requests to progress to a satisfactory conclusion for both the customer and the business .
- Liaise with Production teams to expedite delivery or service requests as per customer requirements
- Review, monitor, and update the CRM system with all communications
- Attend Production meetings to report new complaints and determine any delays impacting customers
- Attend weekly complaints meetings and record any required actions
- Monitor Customer Care email and telephone line, ensuring all queries/calls are responded to promptly
- Serve as the first point of contact for incoming customer concerns, issues, and requests.
- Draft and send Case acknowledgement and Final response letters/reports.
- Raise Return Material Authorisation for replacement, collection, and credit of suspect items.
- Take ownership and manage customer expectations, considering their requirements.
- Continuously communicate with internal teams to ensure issues are resolved and orders are delivered on time and in full.
Required Skills & Qualifications:
- Educated to GCSE level or above.
- Minimum 2 years of experience in a similar position.
- Proficient in problem-solving techniques, including root cause analysis and quality tools.
- Clear communication skills and a strong command of the English language.
- Working knowledge of customer relationship management (CRM) systems.
- Excellent interpersonal and active listening skills.
- Computer literate with a good knowledge of Microsoft applications.
- Deadline and detail-oriented with strong analytical and critical thinking skills.
- Customer-focused with the ability to manage conflicting priorities and work calmly under pressure.