Job Role
The Customer Service Team is the first point of contact for customers and
therefore has prime responsibility to act as the role-model for my client,
conveying the voice and tone of the business whilst protecting and enhancing my client's values and brand. A friendly team which delivers personal, high-quality and positive interactions that are always easy for our customers.
- We believe in a 100% flawless, pro-active customer experience.
- We always add value to interactions, both internally and externally.
Job Role and Responsibilities
- Have a positive can-do attitude, with the desire to deliver a flawless service, every day.
- Acting as a point of contact for customers internally and externally.
- Dealing with all customer queries, complaints and associated tasks.
- Handling customer complaints and returns, making sure these are recorded timely and meticulously into our internal systems, escalating any serious issues to management.
- Keeping promises, especially delivery dates, be proactive and communicate immediately if there is a problem.
- Providing a friendly and efficient service to customers, going the extra mile to exceed all customers' expectations.
- Strong communication skills, both written and verbal, projecting a caring and customer focused friendly image.
- Acting as an ambassador for my client and its culture, aims and values.
- Proactivity in communications, with a right first-time approach.
- Critical for the success of the role is an eye for detail, ensuring that customers' requirements are recorded accurately.
- Always following through, exceeding the customers' expectations.
- Examining processes and suggesting improvements.
- Liaising closely with other departments to ensure that delivery promises are fulfilled, highlighting stoppages.
- Working under the direction of the Customer Service Manager as required. ·
- Adept at working under pressure and the ability to multi-task.
- Working collaboratively with the customer, making outbound calls to deliver maximum value and efficiency.
- Managing customers' sales orders taking full ownership and responsibility. · Owning the customer relationship, nurturing daily and constantly reviewing this.