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Parke Lane People
,
Oxford, Oxfordshire
Customer Service Administrator
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Salary: £20,000 per annum |
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Overview
My client is a well-established multi-national business with UK offices in Oxford. An urgent requirement has arisen in their Finance team for a Commissions Clerk to join them on an initial 3-6 month contract basis. Reporting into the Finance Manager, you will be responsible for: • Friendly and fast front line support to a diverse customer base mostly via email; sometimes by phone and in-person. • Research and troubleshoot customer enquiries. • Serve as "Case Owner" to investigate escalated issues/service requests and communicate updates. • Responsible for more complex complaint management to achieve a "closeloop" resolution process for the customer, limiting the need for the customer to contact numerous times for the same issue. • Cross-functional work with all team members to resolve enquiries, especially finance team colleagues, sales and marketing colleagues in market and in sites across the UK. • Identify best practices for using company software to support enquiries. • Assistance writing and curating customer-facing documents to support the Commissions process. • Strategic escalation of unresolved customer issues to appropriate teams. • Exploration of a ticketing system to handle enquiries in line with service level expectations. • Detailed logging of enquiries to identify areas of re-occurring concern and highlight opportunities for improvement. Candidates that apply should be available at short notice and ideally have previous Customer Service experience, an understanding of Finance would also be useful. You must possess good attention to detail, be comfortable working in a fast-paced environment and be a team player.