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Customer Service Representative

4 months ago

Redditch, United Kingdom BJP Group Full time

**Position: Customer Service Representative**

Job Description: Customer Service Representative

Position Overview: We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Representative. As a key member of our organization, you will be responsible for providing exceptional customer service and support to our valued clients. Your primary focus will be to ensure customer satisfaction by addressing inquiries, resolving complaints, and providing accurate information in a timely and professional manner. This is an excellent opportunity to work in a fast-paced environment and contribute to our company's commitment to delivering outstanding customer experiences.

**Responsibilities**:
Resolve customer issues: Listen attentively to customer concerns, assess their needs, and provide effective solutions or escalate issues to the appropriate department, ensuring timely resolution.

Maintain product knowledge: Stay up to date with product information, features, pricing, and promotions to accurately address customer inquiries and provide relevant information.

Process orders and returns: Assist customers with placing orders, processing returns, and tracking shipments, ensuring accuracy and efficiency.

Communicate effectively: Utilize excellent verbal and written communication skills to clearly and concisely convey information to customers, ensuring a high level of understanding and satisfaction.

Document interactions: Accurately record customer interactions, inquiries, complaints, and resolutions in the customer relationship management (CRM) system, maintaining a comprehensive database of customer interactions.

Upsell and cross-sell: Identify opportunities to promote additional products or services to customers based on their needs and preferences, contributing to revenue growth.

Collaborate with internal teams: Liaise with various departments, including sales, technical support, and logistics, to address customer needs, share information, and facilitate efficient problem resolution.

Maintain professionalism: Exhibit a positive and friendly attitude, maintaining professionalism and empathy while interacting with customers, even in challenging situations.

Continuous improvement: Proactively identify areas for improvement in customer service processes and provide suggestions to enhance efficiency, effectiveness, and customer satisfaction.

Qualifications:
Previous customer service experience: Prior experience in a customer service role, preferably in a fast-paced environment, is desirable.

Excellent communication skills: Strong verbal and written communication skills, with the ability to articulate complex information clearly and effectively.

Empathy and patience: Demonstrated ability to empathize with customers' concerns and maintain composure in challenging situations, showing patience and understanding.

Problem-solving abilities: Proven track record of effectively identifying and resolving customer issues, using critical thinking and problem-solving skills.

Adaptability and flexibility: Ability to adapt to changing priorities and work effectively in a dynamic environment, handling multiple tasks simultaneously.

Strong computer skills: Proficiency in using computer systems, including CRM software, ticketing systems, and Microsoft Office suite.

Attention to detail: Meticulous attention to detail to ensure accuracy in data entry, order processing, and issue resolution.

Time management: Excellent organizational skills with the ability to prioritize tasks, meet deadlines, and manage time effectively.

Team player: Ability to collaborate and work effectively with cross-functional teams, fostering a positive and supportive work environment.

Customer-centric mindset: Passion for delivering exceptional customer experiences and a commitment to exceeding customer expectations.

**Salary**: £20,000.00-£24,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Enhanced maternity leave
- Financial planning services
- Flexitime
- Free parking
- Life insurance
- Private dental insurance
- Private medical insurance
- Relocation assistance
- Sick pay
- Transport links

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Redditch: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: Hybrid remote in Redditch

Reference ID: BJP GRP
Expected start date: 31/07/2023