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Customer Service Agent
3 months ago
Job Role:
Customer Service Agent
Reports to:
_Office Manager_
Job purpose:
- To support the delivery of efficient customer services and provide full administrative support to the Office Management.
Duties and responsibilities:
- Manage customer complaints and queries via the in house customer service platform ensuring ALL customers
- are updated every 72 hours after
- Record all correspondence with customers
- Follow through any escalated claims to conclusion and document accordingly on the system.
- Manage customer expectations regarding company terms and conditions
- Obtain customer information to ensure refunds are processed where appropriate and goods are resold and recorded where possible
- Process Refunds/Customer Exchanges in line with company policy, arranging delivery and collection of replacement goods
Provide Customer Assistance
- New Account Set Up/Bidding Advice
- Interact with Customers and provide a good level of Customer Service
- Deactivate any customer accounts where invoices have not been paid
- Activate customer accounts when payments have been made late
- Keep the client database up to date with all customer notes.
- Packaging and arranging delivery of replacement items
- Chase up any outstanding deliveries and investigate missing parcels by contacting contracted delivery companies.
Qualifications:
No specific qualifications are required however excellent written and verbal communication and numerical skills are essential to the role.
Working conditions:
Very customer focussed, requires total awareness and compliance of the Data Protection Act and the Anti Fraud policy. The ability to manage challenging customers/clients to achieve the best outcome for the business.
Physical requirements:
- Able to use office equipment eg. Computers, filing systems, shredders, telephone etc
- The ability to manage and prioritise work that may be unpredictable is essential
Direct reports:
There are no direct reports to this position.
Job Types:
Full-time, Permanent
Salary:
£21,500.00 per year
Benefits:
- Company events
- Company pension
- Onsite parking
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Quarterly bonus
Experience:
- customer service: 1 year (preferred)
Work Location:
In person
