CUSTOMER SERVICE EXECUTIVE
WALTON-ON-THAMES (HYBRID)
Salary £26,000 + FANTASTIC BONUS SCHEME + EXCELLENT COMPANY BENEFITS
2 days office-based and 3 days home-based
About the Customer Service role:
Primary point of direct contact and communication with customers. Responsibility for servicing customer needs and providing information and education for the range of products to assigned customer accounts. Ensure all enquiries are processed accurately following set systems and processes.
Key Responsibilities of the Customer Service role:
• Handling a range of customer accounts within a customer service environment,
• Using knowledge and skills gained through training to handle the customer efficiently and effectively.
• Inbound telephone calls, outbound telephone calls, emails, or faxes.
• Trained on a range of services, dependent on individual skill sets and business needs.
• A flexible approach is required as services may be subject to change.
• Delivering class-leading advice and service to a range of global customers within the Customer Service department
• Process customer orders and enquiries accurately, efficiently in full through to completion
• Process quotations and product sourcing enquiries in line with training and work instructions for re-spective regions
• Accurately record and capture all data collected during order processing
• Respond to inbound calls, emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for the customer does not fall outside of SLA
• Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer’s needs
• Make outbound calls to our customers to support strategic projects or for business requirement
• Ability to de-escalate calls and emails in an effective manner and know when to escalate to senior team members for resolution support
• Build long-term and ongoing external customer relationships through effective communication and interpersonal skills.
• Collaborate with teams to ensure the customers account is compliant and created according to their needs i.e., online access
• Ensure effective long-term working relationships with all internal customers and support functions within the business to aid customer management
• Ability to communicate and engage with a high level of professionalism and flexibility to adapt to our customers demands as per language and cultural requirement
• Support the customer needs in line with departmental KPIs
• Develop relationships with our customers in order to deal with queries first time and in full, where possible
• Ensure that complaints are captured and implemented promptly to ensure customer relationship is maintained. Awareness to escalate when required.
Candidate requirements:
• Demonstrable experience of working in a Customer service environment
• Customer Account management skills in a business-to-business environment with the ability to de-velop relationships with customers (beneficial)
• Inbound response handling
• Good working knowledge of all Microsoft Office packages (Word, Excel, and PowerPoint etc.)
Please note if you have not been contacted by Plum Personnel within seven days then unfortunately on this occasion you have been unsuccessful. Due to the high level of applications we are receiving at this time, we are unfortunately unable to give individual feed-back. Plum Personnel is acting as an employment agency in relation to this vacancy. Plum Personnel is an equal opportunities employ-er.