Customer Support Representative

1 month ago

Waterlooville, United Kingdom The West Group Ltd Full time

Reporting to and taking day to day direction from the customer service team leader, manage customer support tasks and experience. To assist the sales team to achieve quality objectives and business goals.

Be aware of customer politics, company and departmental objectives, targets and assist in the delivery of those targets. Support the sales model, workload and workflow management, collective ideas, and suggested solutions. Provide commercial support to the account manager and business development manager team to track and achieve the sales plan.


Job Responsibilities:

  • To manage a designated group of customer accounts, to include quoting of assigned accounts and analysis to identify potential growth opportunities.
  • To initiate and coordinate customer returns process driving to close these service calls to provide a great customer experience. Including teams’ meetings and calls with the relevant parties and relevant account manager and business development manager.
  • To monitor and respond to website/phone call and inbox enquiries.
  • To load Sales Orders onto SAP, once details have been verified for accuracy. Pushing quotes to orders to provide accurate sales quote analysis and accuracy.
  • To monitor and correctly assign items from the sales inbox to either the customer service/account manager and Business Development Team – including Leads.
  • To answer and monitor calls – logging as an activity through TWG CRM
  • To approve internal SAP documents to ensure accuracy and prevent future errors.
  • To liaise with other departments to support customer documentation requirements.


Client Relationship Management:

  • Build and maintain strong relationships with clients, understanding their needs and objectives.
  • Assist team members in developing and maintaining their client relationships.


Customer Satisfaction:

  • Ensure exceptional customer satisfaction by resolving escalated client issues.
  • Promote a customer-centric approach within the team


Required Job Skills

  • Great communicator and cross departmental collaborator
  • Positive attitude towards change and improvements
  • Able to organise time, prioritise workload and ability to multitask under pressure.
  • Microsoft Office Knowledge
  • Able to conduct data analytics.
  • Proactive.

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