Customer Service Specialist

5 months ago

Gateshead, United Kingdom Tructyre Full time

**Customer Service Specialist**

**Gateshead**

**£22,733 per annum**

**Full Time, permanent working 40 hours per week across Mon - Sun (06:00 - 20:00)**

Tructyre has an exciting opportunity for a Customer Service Specialist to join our team based in Gateshead.

The Customer Service Specialist will provide a high standard of telephone support. You will be working flexibly across different tasks to help the CEC manage customer demand effectively, taking inbound customer calls, and working with a range of customer contact channels. You will also deal with queries and complaints to ensure problems are addressed efficiently and the best possible levels of customer satisfaction are delivered.

**Responsibilities as a Customer Service Specialist**:

- Respond to all incoming calls within the Call Centre as required and creating jobs (work requests) with the Tructyre depot network
- Representing the customers’ interests at all times and in all interactions with customers and colleagues
- Accurately recording transactions on our IT systems
- Producing invoices, interacting as required with customer systems and other data sources
- Follow quality guidelines for both calls and invoices, to ensure that our work meets the necessary standards
- Updating our internal systems and completing any administration as necessary
- Managing queries and complaints from customers and colleagues, taking ownership and delivering quick, accurate resolutions
- Work to achieve the standards of a set of customer service KPI’s, measuring invoice and call handling performance
- Work flexibly to support an operation which runs 24/7 365 days per year

**Requirements as a Customer Service Specialist**:
**Essential**:

- Be able to provide outstanding customer service
- Good computer literacy and ability to navigate quickly around systems to ensure details are entered accurately and quickly (including Microsoft Excel skills)
- Experience of working in an office environment or other setting with deadline pressures
- High volume call handling

**Desirable**:

- Have worked in a fast paced customer service environment
- Managed customer expectations and demands
- Worked within agreed service level agreements and key performance indicators
- Good geographical knowledge and able to use mapping systems
- Dealt with high volume calls
- Worked with bespoke IT systems
- Worked in/knowledge of a call centre

**Benefits package as a Customer Service Specialist**:

- 25 days Annual Leave (exclusive of bank holidays)
- Additional holidays for long service
- A flexible pension scheme, including life assurance
- Medicash health cash plan which includes access to a virtual GP as well as discounts on cinema tickets, high street retailers and gyms
- Employee Assistance Programme (Confidential unlimited 24/7 telephone counselling and support plus up to 8 face-to-face counselling sessions)
- Health and wellbeing program
- Tyre Discount Schemes
- Refer a Friend Scheme
- Company Sick Pay

**About Tructyre**

Tructyre are a proud part of the Michelin and Euromaster group, and Britain’s leading truck tyre specialist.

In the UK our team of 600 colleagues work across a warehouse network, regional depots, and our customer experience centre to take care of our customers.

Our mission is to De-risk Britain’s Fleets by offering complete, commercial tyre management to our nationwide client’s. This includes tyre maintenance, tyre supply and 24/7 rapid emergency assistance.

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