Temporary Data Entry and Customer Service Assistant

4 days ago


Ilkeston, United Kingdom Elizabeth Michael Associates Full time

**TEMPORARY DATA ENTRY AND CUSTOMER SERVICE ASSISTANT**

**DE7 - ILKESTON**

**40 HOURS PER WEEK - FULL TIME**

**MONDAY TO FRIDAY 9-5**

**Overview of Role**:

- Responsible for managing customer relationships across all channels
- Full ownership of customer queries and follow through to resolution
- Have a flexible and willing approach to change in working processes
- Completing general data entry and admin tasks
- Answer incoming calls and process query which may include placing an order, arranging a credit or collection and process any necessary actions in a timely manner
- Input orders ensuring all information is accurate
- Make outbound calls as per the relevant call schedule
- Solve customer problems ensuring a full first-time resolution or escalation as appropriate
- Offer alternatives when products are out of stock or products are discontinued
- Stay up to date with and actively promote products/special offers current promotions
- Manage house accounts offering monthly rep promotions to drive spend and achieve MOV
- Perform against KPIs set for the role
- Drive efficiency and encourage customers to use our website and support them through the journey
- Follow the new account process ensuring prospects receive the best impression of Pedigree Wholesale.
- Work cross functionally to resolve any customer impacting issues upholding the "celebrating failure" approach and highlight trends/issues that are identified to promote shared learning.
- Work as a team to deliver world class customer service ensuring flexibility to meet our customer needs.
- Be a role model for Customer Service brand and standards both internally and externally supporting customer satisfaction improvements.

**Competency and Behaviours**
- Build positive relationships with customers and colleagues
- Take ownership of customer issues through to completion ensuring first time resolution
- Focus on activities that widen the customer product portfolio.
- Confident with the ability to be proactive and know when to escalate issues
- Ability to manage conflicting and demanding priorities
- Positive and flexible approach and a "can do attitude" - essential
- Good interpersonal skills and ability to build rapport - essential

**Person Specification**
- Customer service experience by phone
- Be able to work on own initiative to deliver business objectives
- Confident in using SAP - desirable
- Proficient in Microsoft office suite - essential
- Previous admin experience



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