Job Description

1. Receive all incoming contact from customers - phone calls, email, social media messaging including live chat - researching and responding to queries, and taking and keying in orders to the system to ensure the customer receives an excellent service.
2. Investigate and resolve any customer issues in the most efficient way possible, to ensure excellent service levels, escalating where needed.
3. Gain a clear understanding of customer requirements and expectations in order to recommend specific products and solutions and secure new and repeat sales.
4. Develop and maintain an in-depth knowledge of the company’s full product range in order to supply customers with accurate and appropriate information.
5. Develop and maintain customer relationships to maximise profitability and increase client satisfaction.
6. Undertake general administrative duties to ensure the smooth running of the department.
7. Help promote company activities, offers and raise the company profile by making calls to customers and clients as required.
8. Work as a valued member of the customer services team, to make sure that work and tasks are completed effectively and to agreed deadlines.
9. Keep in contact with the Purchasing and Warehouse Departments to ensure all customer orders are processed efficiently and accurately.
10. Work with the Marketing and IT Departments to ensure customer needs and requirements are met effectively.
11. Work with the Business Development Team with regard to customer requirements, trading levels, and support requirements to contribute to the continued growth of the company.
12. Maintain any reports requested by supervisors/management as required, contributing to business administration and planning.
13. Take on any other reasonable tasks or responsibilities as required within the general remit of the role

Required Knowledge, Skills, and Abilities

• Excellent customer service skills
• Experience in a previous customer services role
• Ability to build and maintain excellent customers relationships
• Good IT skills (including Microsoft office packages such as Outlook, Word and Excel) • Ability to use all media (telephone, print, email, social media, internet) to provide information to customers • Excellent telephone manner with first class communication skills
• A genuine desire to help our customers to develop their businesses
• Ability to work flexible hours (evenings until 9pm) which will be part of a rota system. N.B. Please note the late shift is currently suspended.

Desirable
 

• Some outbound telesales experience