Senior Customer Services Representative

Zoek Pin St Ives, Cornwall, England


Permanent (Full time)

Posted 12 days ago

Senior Customer Services Representative

Our client, a dynamic, forward-thinking company is looking for a Senior Customer Services Representative to join their busy team.

Reporting to our Operations Manager, you will assist with the day to day service provision of our products. This position will be based on an annualised hours rota.

You will be responsible for conversion of new sales enquiries, supporting the customer journey through various process stages, providing expert knowledge and support, processing orders, expertly dealing with customer enquiries either by telephone, email or Live Chat and communicating with suppliers and internal departments.

You will maintain a positive and pro-active manner in carrying out all tasks to contribute to a good team spirit and the overall success of the service. You will be an experienced customer service agent who feels confident in dealing with complex customer queries and will take ownership of them.

This is an elevated customer service role and experience working with excel and analysing data would be beneficial.

As a Senior Customer Services Representative you will follow the operational processes to support the product, including daily quoting and quote chasing and generating orders. You will be in direct contact with customers either by telephone or email or Live Chat. You will respond promptly and knowledgeably to customer enquiries.

You will be responsible for:

Providing the highest level of service delivery
Ensuring that you follow GDPR regulations in relation to customer data before entering discussions with customers regarding confidential information such as account transaction details, address details, etc.
Supporting customers through the full ordering process
Making outbound calls to recruit, follow up and convert enquiries into sales
Ensuring customer satisfaction throughout their contract and proactively and effectively resolve any issues arising
Directing requests and unresolved issues to the correct resource
Accurately record details of any enquiries, comments, complaints, and actions taken on behalf of the customer within the customer account notes
Accurately record reporting requirements as and where necessary
Communicating and coordinating with other internal departments with a ‘can do’ attitude
Helping promote the company, inform customers about services that could suit them and suggest products that may be of benefit to them
Acting as an ‘expert agent’ receiving escalations from the customer service team relating to more complex queries/complaint escalation
Dealing with complex customer queries and resolve them quickly
Being able to deep-dive into repeat issues and raise faults to the Operations Manager
Dealing with the majority of customer complaints reducing the escalations to leadership
First contact resolution where possible
Utilising problem solving skills to resolve complex queries
Investigating the true root cause of an issue
Carrying out the day to day process requirements

You will have

Previous experience of working in a telesales or contact centre environment

Ability to analyse problems quickly, manage multiple tasks and be good at problem solving

A friendly and professional telephone manner

Excellent interpersonal, oral, and written communication skills

Excellent attention to detail and accuracy

The desire to go above and beyond to help customers

Show commitment for the business, customers, and partners

Experience dealing with complex customer queries

A curiosity and desire to learn and a willingness to teach and encourage others

Ability to work at a fast pace and absorb information quickly

A confident and self-motivated outlook

Some experience using data or collecting information from customers

Excel experience to record information and present findings to manager

Your success will be measured by: 100% rota adherence, achievement of all individual and team KPI’s including calls per hours and average handling time, and personal development milestones being met.

The reward

Salary: £23,000

Bonus: Up to 10% of your salary

Healthcare: on completion of probation

Pension: Company and personal contribution

Holiday: 25 days holiday

Gym: Subsidised gym membership

Location–this role will be based in our office in St Ives, Cambridgeshire. Applications will be considered for remote working, but there will be a requirement to attend the office for one day each month

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