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Customer Care Administrator

3 months ago

Halesowen, United Kingdom Woodpecker Technology Ltd Full time

**Overview**:
We are a sublimation and vinyl Company based in Halesowen, who specialise in equipment and consumable items within the West Midlands. We supply a variety of different printing sublimation and vinyl items to customers all around the world. We are currently looking for a Customer Care Administrator to join the team in order to process sales orders and act as liaison with customers, providing productive information and resolve any emerging problems that our customers might face.

**Principal Accountabilities**:
Resolution of all customer matters or general queries efficiently and effectively and in line with Company timescales and procedures

Management of escalated and complex complaints from customers through to successful resolution adhering to Company procedures as may be applicable

Identification and investigation of the real customer matter in order to provide the right solution

Escalation of all matters when needed to internal experts as may be required for support

Educates customers in relation to matters in a positive and professional manner

Maintains customer contact to deliver resolutions ensuring all records are up to date, accurate and accessible

Provides status update reports on a regular basis and initiates escalation process as required

Monitors and provides solutions for feedback required from e-commerce sites regarding unusual activity & escalates as required

Execute the order process from the beginning to the end including after-sales support with high attention to detail

Communicate effectively and embrace relationships throughout other departments to improve efficiencies

Adhere to all internal policies and procedures

Perform needs analysis of existing customers to meet their future needs

Updating internal systems and inputting vast amounts of data

Processing of sales orders via the Shipping department

**Core Competencies**:
Previous experience working within a similar environment is essential

Excellent communication and interpersonal skills

Confident and passionate to provide exceptional customer care

Excellent organisational and IT skills

Proficient in customer care techniques

Able to deal with vast amounts of data and information without being overwhelmed

Excellent problem solving skills coupled with the ability to interpret customer requirements

Able to remain calm in difficult and challenging circumstances

Rational, thoughtful and precise decision making abilities

Responsive to the needs of the customer and the organisations expectations

Able to expedite issues without sacrificing quality

Able to work on own initiative as well as embracing the team element

Possessive of an action orientation and a proactive approach to the completion of tasks and projects

**Job Types**: Full-time, Permanent

**Salary**: From £10.42 per hour

**Benefits**:

- Company events
- Employee discount
- Free parking
- On-site parking

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Halesowen, West Midlands: reliably commute or plan to relocate before starting work (required)

Work Location: In person