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First Recruitment Services Limited
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Crawley, West Sussex
Customer Service Administrator
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Contract Type: Contract |
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Salary: £11 per hour |
Overview
Role Function: The primary purpose of this role is to help provide a proactive quality customer service for all UK sales accounts by the effective handling of all enquiries from our customers (telephone, email and fax) the acceptance and processing of orders, outbound communications and administration functions for all company sales activities. The responsibilities and authorities of the role are: To facilitate the acceptance of customer orders, advise and/or investigate customer product queries and to ensure exceptional customer communication and service supporting the customer. To handle enquires/queries from customers and to resolve accordingly as 1st line support. If unable to resolve, then to be able to instruct and communicate effectively issues and information to other personnel. To answer and make telephone calls (as well as other methods - email and fax etc) to facilitate both inbound and outbound communications with customers. To liaise with customers on orders that need to be modified following advice from production staff and to ensure orders are progressed following customer enquiries and/or advised resolution. To liaise with the internal departments regarding stock, deliveries, dispatch of orders, special requests for urgent orders etc. To be responsible for, and advise within the department, the identification of urgent, late or problem orders. Highlight any potential customer complaints or product concerns to appropriate staff. Take overflow queries & help in other areas taking a flexible & proactive approach to ensure the efficiency of the customer service department as a whole. To support the order entry process when required. To liaise with and support the Account Managers in their interactions with their accounts. To identify potential sales opportunities and advise sales team accordingly To provide a referral point for the resolution of administrative issues with customers making decisions, where necessary, in line with agreed company policy. To represent and project the Company as a market leader and professional organisation at all times To accept and work within the Company’s Quality System, seeking to enhance the System where possible. To accept and abide by the Company’s Health and Safety Policy, seeking to enhance the procedures where possible. Any other duties compatible with the requirements of the post subject to the direction of the Director(s). The main contacts and relationships for the role are: Internally - Customer Service team, UK sales employees, management and other employees involved in the sales order and repair processes Externally - Customers and members of the public The qualifications, knowledge, experience, and competencies required for the role are: IT skills - MS Office: essential Good call handling ability: essential Ability to remain neutral and positive under customer pressure: essential Customer service experience: desirable