Customer Service Administrator
Chester
£24,000
The Customer Service Administrator will work as part of a small office-based team, with responsibility for ensuring customers receive the very best experience whilst delivering a first-class service through multiple channels (telephone, email, salesforce). Quality is the primary focus, delivering on promises and ensuring first-time resolution of all customer queries. The Customer Service Administrator will process customer orders, handle enquiries, monitor orders and proactively act on issues that may arise.
The successful Customer Service Administrator will be rewarded with a company bonus scheme; 26 days holiday plus Bank Holidays; a buy/sell holiday scheme; a contributory pension; life assurance; and an employee assist scheme. The office environment is modern, open-plan and has free onsite parking.
The Customer Service Administrator will work Monday to Friday in a fast-paced environment and will suit an individual who has worked in a high-volume customer service environment. The role requires the ability to multi-task, working on systems in real-time and providing truly exemplary service.
The duties of the job holder are:
- To process and enter customer orders onto the inhouse database, prioritising them to ensure efficient workflow
- Advise and investigate customer queries, ensuring exceptional customer experience through communication and service
- Participate in training sessions to keep product knowledge up to date and relevant
- Liaise with internal and external departments regarding stock, deliveries, dispatch of orders and special requests
- To be responsible for any urgent, late, or problematic orders. Highlight to Manager any potential customer complaints or product concerns through the use of Salesforce CRM system
- Work as a team supporting each other taking direction from the Customer Service Manager concerning workflow
- Support all Account Managers with their orders and queries via Salesforce
- Identify potential sales opportunities and advise sales team accordingly
- Wherever possible, provide first time resolution of issues ensuring customer satisfaction in line with agreed company policy
The experience, and competencies required for the role are:
- Call centre or high-volume customer service experience is essential
- The ability to remain calm, neutral, and positive under customer pressure
- Will suit an individual who thrives in a self-managing environment, with a strong focus on quality and service
- Strong IT and system experience - Salesforce CRM experience would be an advantage
- A self-starter with a highly organised approach to tasks
- Confident and professional phone skills with an engaging, positive manner
- Solid, stable career history with ability to demonstrate achievement and progression
KEYWORDS: customer, service, administration, orders, Salesforce, CRM