Customer Service Agent

2 weeks ago


Chesterfield, United Kingdom John Pye & Sons Full time

**Job Role**:Customer Service Agent

**Reports to**:_Office Manager_

**Job purpose**:

- To support the delivery of efficient customer services and provide full administrative support to the Office Management.

**Duties and responsibilities**:

- Manage customer complaints and queries via the in house customer service platform ensuring ALL customers
- receive an initial response within 24 hours and
- are updated every 72 hours after
- Record all correspondence with customers
- Follow through any escalated claims to conclusion and document accordingly on the system.
- Manage customer expectations regarding company terms and conditions
- Obtain customer information to ensure refunds are processed where appropriate and goods are resold and recorded where possible
- Process Refunds/Customer Exchanges in line with company policy, arranging delivery and collection of replacement goods
- Provide Customer Assistance - New Account Set Up/Bidding Advice
- Interact with Customers and provide a good level of Customer Service
- Deactivate any customer accounts where invoices have not been paid
- Activate customer accounts when payments have been made late
- Keep the client database up to date with all customer notes.
- Packaging and arranging delivery of replacement items
- Chase up any outstanding deliveries and investigate missing parcels by contacting contracted delivery companies.

**Qualifications**:No specific qualifications are required however excellent written and verbal communication and numerical skills are essential to the role.

**Working conditions**:Very customer focussed, requires total awareness and compliance of the Data Protection Act and the Anti Fraud policy. The ability to manage challenging customers/clients to achieve the best outcome for the business.

**Physical requirements**:

- Able to use office equipment eg. Computers, filing systems, shredders, telephone etc
- The ability to manage and prioritise work that may be unpredictable is essential

**Direct reports**:There are no direct reports to this position.

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

**Salary**: £21,500.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Quarterly bonus

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person


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