Customer Service Executive
7 days ago
JOB SUMMARY:
The overall objective of the Customer Service Executive involves working as part of the customer service team to ensure departmental targets are met as a whole.
It also involves working with your line manager to identify and promote change that will facilitate improvement of the customer experience and ensure continued high standards of quality and productivity are maintained.
Key areas of focus are:
- Working on an inhouse system, to ensure that all work carried out on behalf of the customer is carried out within the acceptable timeframe and that all queries are dealt with in the same way.
- To ensure all work is carried out to a high standard maintaining professionalism at all times
- An indepth understanding of order processing & query resolution, and the needs of customers and publishers.
- Strong communication skills across all platforms and levels.
- Strive for 'best in industry' service being an ambassador for Marston Book Services
RESPONSIBILITIES:
Customer Service
- Resolve and respond promptly to telephone and written queries from customers in line with key performance indicators in order to meet or exceed customer's needs.
- Proactively liaise with customers to maintain a firstrate working relationship
- Prepare and action orders/credits/requests received from customers/publishers.
- Assist with sorting & counting the departments post by the end of each day to enable the team to start working immediately each morning.
- To liaise effectively with all other departments to achieve swift problem resolution and maintain good communication internally and externally.
- Assist with identifying process improvements to enhance service and job satisfaction.
- Report to the line manager your progress regularly throughout the day to ensure service level agreements can be met.
- Whilst training will be given previous experience in Customer Service would be preferable, inc experience with Outlook, Some Keyboard Skills, and the answering of telephones.
- Being able to work as part of a team is required.
Job Types:
Full-time, Permanent
Salary:
£22,777.00 per year
Benefits:
- Company pension
- Onsite parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Abingdon: reliably commute or plan to relocate before starting work (required)
Experience:
Office Customer Service: 1 year (required)
Work Location:
One location
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