Customer Service Complaints Handler

3 weeks ago

Coventry, United Kingdom MPS Recruitment Ltd Full time

**Customer Service Complaints Handler**

**Do you love to make customers happy ?**

**Can you empathise with a customer ?**

**Can you change the way a customer thinks ?**

**Do you have experience with Web Chat ?**

I am recruiting for a Customer Service Advisor to join our Coventry based client. This rapidly growing business is looking to extend their dedicated, focused, and motivated Customer Service team.

Amazing team and a great career progression path

**As a Customer Service Compliants Handler you will need to have/be**:

- Logical, problem solver that can think on their feet
- Highly focused on attention to detail
- Previous customer service
- Web Chat experience would be beneficial
- Excellent verbal (face to face and by phone) and written communication
- Helpful, empathetic, and diligent

**Details**:

- Salary: Starting Salary Up To £20,000
- Working Hours: Monday - Friday 09.00am - 5.00pm
- Location: Coventry CV2
- Duration: Permanent

**Role of a Customer Service Complaints Handler**:

- Manage the distribution of incoming electronic enquiries from customers ensuring that they are dealt with in a timely manner
- Answer all incoming calls to the Customer Service line responding to the queries raised by customers in a polite and friendly manner, showing empathy where appropriate, and ensuring the customer always feels valued
- On occasion provide assistance to answer Reception calls
- Record and update incidents on to our ERP system
- Obtain proof of delivery (POD’s) and estimated time of arrival (ETA’s) as requested ensuring that the customer is contacted with updates in a timely manner
- Review / process carrier invoicing and claims
- Monitor electronic system queues as necessary and send standard weekly reports
- Process new and remake orders including the issuing of quotations and where required providing some basic technical advice
- Take ownership of all complaints through to resolution, ensuring effective management of the customers’ expectations throughout the process.
- Liaise with other departments within the business where appropriate to gain a resolution to a complaint.
- Maintenance of customer communication in a timely manner throughout the lifecycle of a complaint as detailed within the complaints process.
- Manage the claims and credit request process, from gathering claim requirements from the customer, communicating our proposals, organise payments to be made by accounts and to keep site of the incident until payment has been made
- Identify ways to enhance the overall customer relationship with BMDS.
- Ensure the escalation of complaints / Incidents as appropriate.
- Any other ad-hoc duties as specified by the supervisor/manager

**Benefits of working as a Customer Service Complaints Handler**:

- 20 days plus bank holidays
- Free onsite parking
- Company Pension
- Company celebrations
- Career Development

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

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

**Salary**: £18,000.00-£20,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Overtime

Ability to commute/relocate:

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

**Experience**:

- customer service: 1 year (required)

Work Location: One location

Reference ID: COVCOM

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