customer relations Ashby de la Zouch, England
Job description
Job Description
The role of the Customer Service Agent is to retain and grow business through the effective management of all incoming and outgoing customer enquiries. To consistently promote an excellent customer experience for all internal and external customers to ensure that their enquiry is resolved and administered in a consistent and accurate way and at first point of contact of ownership of customer issues and closing the loop on all enquiries through effective and speedy administration.
Responsibilities
1) To take full ownership of all incoming customer enquiries with a view to the resolution of those enquiries in and quick and efficient manner with minimal disruption to the customer.
2) To drive a speedy resolution to all customer enquiries to ensure that customer retention is a high priority.
3) To proactively communicate with all customers to drive accuracy and ensure complete and up-to-date customer details.
4) To drive customer focus and ownership throughout the business to ensure the speedy resolution of all customer enquiries.
5) To achieve agreed account administration KPIs and standards which will drive customer service excellence within the Contact Centre.
6) To constantly look at ways to assist customers to find resolutions to their enquiries in a focused and consistent manner.
7) The ability to manage customer enquiries using different channels of communication.
8) To use strong communication skills to drive complete account enquiry resolution for all customers.
9) To take full ownership of any customer enquiry remaining focused on the growth of the business.
10) To manage proactive methods of customer communication that will support the business in its aim to increase its understanding of our Customers and their requirements.
11) To always strive to ensure the complete accuracy of all customer transactions – invoicing, order creation, change of customer details, customer account creation.
12) To build strong relationships with all team members and internal customers to ensure that all external customers experience, excellent service always.
13) To accurately and consistently follow the business process when updating all business systems and records to ensure customer details are always accurate and up to date.
Qualifications
- No formal qualifications are required for this role.
Competencies
- Self-motivation and confidence
- Excellent communication skills – to include written and verbal skills. • Passionate about putting the Customer first with a positive and friendly attitude.
- Excellent attention to detail and accuracy focus in all types of administration.
- Good organisational skills with a detailed and structured approach to work.
- Ability to appraise situations quickly and react accordingly, considering a fluctuation in workload and deadlines.
- Ability to converse confidently with external and internal customers (i.e., speaking clearly, listening, comprehending, and interpreting).
- Ability to multi-task and be resilient in a high pressured and fast paced environment.
Experience
Essential
- Administration experience in a Sales or Customer facing Contact Centre environment
- Experience in the consistent use of different systems and Microsoft software packages
- Experience in the ability to meet robust targets that focus on customer care and attention to detail.
Desirable
- Knowledge of the washroom or consumable industry markets.
- Outbound calling – soft selling skills.
Job Types: Full-time, Permanent
Schedule:
- Monday to Friday
Work Location: In person
