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Customer Service Representative

4 months ago

AshtonUnderLyne, United Kingdom OT Group Ltd Full time

**About the role**

Working within a close-knit and friendly customer service team at our HQ, you will be part of delivering a truly first class service to our customers and championing the heart of our business.

Day to day, you’ll ensure the completion of all Customer orders and enquires that are received through various channels. Alongside this, you’ll be responsible for putting the Customer experience and satisfaction as the highest priority, working closely with colleagues and stakeholders in sync to ensure that this is achieved.

To be successful in this role, you’ll act as main point of contact for customers, taking responsibility for enquiries / queries and providing solutions. You’ll be self-motivated, with the ability to influence and confidently make decisions whilst maintaining a professional image to internal departments and external customers.

**Key responsibilities & accountabilities**

1. Completion of all order processing accurately on day of receipt

2. To proactively solve any Customer enquiry on day of receipt, received via various channels and keep the Customer informed at all times

3. To suggest additional / alternative products / services to Customers

4. To capture and provide feedback to line manager on Customer concerns / escalations / improvements to the Customer experience

5. To work within defined service level agreements and key performance indicators

6. To develop and maintain an extensive knowledge on systems and processes

7. To communicate, coordinate and support colleagues and stakeholders as necessary

8. To complete any admin tasks that are assigned

9. To maintain a positive, empathetic and professional approach to Customers at all times

10. To be confident in interacting with a Customer through all channels of contact

11. Undertake all activities in line with Company Health, Safety, and Environmental policies and procedures and participate in the development of a safe and healthy workplace.

**Key Competencies**

**Agility** - Ability to demonstrate quick decision making. Responsive to customer needs and is focused on delivery. Willing and able to adapt and flex approach to changing business and customer needs. ***
- Creating the best possible experience for clients and their customers
- Will take ownership for customer complaints referred to them.
- Able to work under own initiative.

**Partnership** - Collaborates across the company and fosters long term relationships internally and externally. Communicates effectively, managing all stakeholders. Promotes effective team working which supports knowledge sharing and a positive and respectful working environment. ***
- The ability to listen, express and articulate information effectively.
- Excellent written and verbal communication skills with Stakeholders at all levels.
- Demonstrates essential interpersonal skills i.e. listening carefully to others, ensuring dialogue is two ways; observing and questioning.

Innovation **-*Proactively seeks ways to improve products, services and processes. Demonstrates a creative approach to solving problems and generating innovative solutions, which may include simplification, automation and digitisation. ** *
- Contributes effectively within team meetings.
- Suggests ideas to improve efficiency and resolve problems.
- Sharing knowledge.

**Integrity** - Takes accountability and owns issues. Finds solutions to challenges and is trusted to deliver consistent high quality outputs.
- Learns from experience with a focus on continuous improvement

**Skills & Experience**
- Passionate about delivering exceptional customer service
- Ideally previous customer service / contact centre experience (but not essential)
- Good communication and listening skills
- Excellent admin / organisational skills
- Ability to prioritise own workload and work to tight deadlines
- Reliable, can do attitude
- Polite, friendly telephone manner
- Ability to build relationships and network well with others
- Computer literate (excel beneficial)
- Zendesk experience an advantage
- A customer service / business admin qualification would be advantageous

**Salary**: £20,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Discounted or free food
- Free parking
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Ashton-Under-Lyne, OL7 0QN: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: One location