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La Source International
,
Guildford, Surrey
Customer service rep
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Salary: £25,000 per annum |
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Overview
Job Purpose The Customer Care and Online Support Representative is to offer exceptional customer support via phone, email, chat or text to customers who have questions, concerns or complaints as they relate to my clients products. It is the responsibility of the Customer Care Representative to be the voice of the brand and build a strong relationship with their accounts and customers. Duties and Responsibilities Make a deliberate display of proficiency by being positive and with a proactive personality in every communication with our customers.Support company directives to promote world class customer service and a skinspired attitude.Develop strong customer relationships through proper responses to customers through phone, e-mail, text and chat.Educate and promote monthly specials.Offer consultative sales approach.To perform skin consultations verbally and on a skype call if required.Manage the resolution process for all customer related issues received via incoming phone calls, e-mail or textCalmly attempt to resolve and de-escalate any issuesEnsure management is aware of escalated account issuesHelp identify trends in customer satisfaction or dissatisfactionMaintain proficiency in using computer systems, phone systems and other common office equipment and softwareFollow company policies and procedures as it relates to all customer service and sales processesFollow company Employee Handbook policiesEsthetic licensed individuals required to maintain active license in the State of FloridaAdhere to assigned schedule start, end, break and lunch timesMaintain a positive and professional attitude always with customers, co-workers and management staffAssist in outbound call campaignsProvide assistance in order entry for Rep, tradeshow, web or event ordersSupport on outbound call CampaignsPerform other duties as assigned based on business needs Requirements Complete cases within 24 hours of assignment.Answer all incoming calls with follow up notes.Voicemails messages to be responded to within 30 minutes of being recorded.All e-mail correspondence must be answered with 24 hours.Correspond with our third parties suppliers.1 hour lunch (non-paid)Follow up on open cases and pending orders until resolved.Document and log every call in the salesforce CRMAssist on web/trade show or event orders as neededAnnual performance and salary evaluationKnowledge of Magento and Sales Force softwareKnowledge of phone systems software Qualifications NVQ level 2 and 3 in beauty therapy Minimum of 2 years customer service/admin/tele-sales experience Strong verbal and written communication skills Must be able to multi task Knowledge of Microsoft Word and Excel Must have strong selling to customer needs ability Must have exceptional interpersonal and organizational skills Ability to work independently Must be able to work weekends periodically throughout the year Career oriented with a positive energetic attitude Be comfortable using multiple computer programs including online database and internet-based system