Customer Service Advsior

Customer Service Advsior

Job Description

Job ID: 9397
Job Function: Operations
Job Term: Permanent
Job Region: UK & Europe
Posted Date: 10 May 2021

Job Overview

To provide front-line “helpline” response for all types of request for customers of clients supported by the department and also:

· Management of customer order pipelines

· Management of customer returns pipelines

Job Responsibilities

· Provide first line support to all customer queries received via phone and email around:

– Delivery / Returns issues

– Order management process

– Stock availability

– Urgent/critical requests

– Service recovery issues

– Ad hoc requests

· Case creation & ownership within CRM system to ensure all queries are managed through to completion in line with agreed SLA’s

· Root cause identification logged against the case in CRM

· Liaise with internal teams to ensure first time resolution

· Pro-active communication with the customer to ensure they are updated on case progression

· Customer level reporting as required

Qualifications and Skills

· Microsoft Dynamics CRM or similar is beneficial

· Mitel phone systems or similar is beneficial

· Microsoft Office

· PC Literate

· Web based ordering systems

· Educated to at least GCSE level with Maths & English as a minimum (Essential)

· A Level (desired)

· Customer service / case handling (essential)

· Rail industry knowledge (preferred)

· Supply chain / logistics background (preferred)

· Complex query handling (essential)

· Dealing with external parties / transporters (preferred)

· Experience of working in fats paced, high volume / short timescale environments

· Excellent communicator / listener

· Ability to own queries to resolution

· Ability to work under pressure

· Ability to work with minimal supervision

· Ability to deal with high work volumes

· Pro-active approach to query resolution

· Ability to work with and engage sideways and vertically within an organisation

· Customer first mind-set

· Continuous improvement mind-set

· Excellent telephone manner

Job Location


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