Customer Services Team Leader

4 weeks ago


West Bromwich West Midlands, United Kingdom MET Recruitment Limited Full time

Our client, a well-established leading manufacturing company, are seeking a Customer Service Executive to join their growing team. The successful candidate will have excellent customer service skills and will be able to speak confidently to customers/clients on all levels.
Act as the main point of contact for UK-based customers inquiring about products manufactured overseas.
Assist customers in troubleshooting technical issues and resolving product-related problems through phone, email, chat, or other communication channels.
Address customer concerns, including quality issues, order tracking, and customisation requests.
Maintain a comprehensive understanding of the company’s products, services, features, and benefits to effectively address customer queries and increase sales.
Record and document customer interactions, issues, and resolutions in the company’s CRM system.
To conduct Market Intelligence research and generate new trade partner leads to come on board.
Organising sales visits, surveys, and meetings with potential customers to prospect for new business
Escalate complex or unresolved issues to appropriate teams or higher levels of support, while ensuring timely follow-up.
Proactively identify opportunities to enhance the customer experience and provide feedback to internal teams.
Collaborate with other departments to ensure a seamless customer experience, including sales, technical support, and product development.
Liaise with counterpart teams to coordinate shipping, and delivery of orders to UK customers.
Monitor order status and proactively resolve any issues or discrepancies that may arise during the manufacturing and shipping process.
Utilise the company’s CRM system to record and track customer interactions, issues, and resolutions.
Meet or exceed performance metrics such as response times, issue resolution, customer satisfaction scores, and other relevant KPIs.
Job Industries: Call Centre and Customer Service
Permanent
Customer service, Customer support, fire safety, sales executive, inbound calls, outbound calls
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