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Customer Service Administrator
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We are seeking a highly skilled and experienced Administrator / Customer Service Administration Assistant to join our team at AWD online. As a key member of our customer service operations, you will play a vital role in providing exceptional service to our clients and ensuring smooth day-to-day administrative functions within the customer service department.
Key Responsibilities:- Customer Support: Handle inbound inquiries via phone, email, and chat, providing timely and accurate information to customers regarding products, services, and orders.
- Complaint Resolution: Address and coordinate customer complaints and escalate issues when necessary to ensure customer satisfaction.
- Order Management: Process orders and returns, track shipments, and coordinate with other departments to resolve order-related issues.
- Record Keeping: Maintain and update customer records and interactions in the customer service database or CRM system.
- Reporting: Prepare and present regular reports on customer service performance, trends, and issues to management.
- Team Collaboration: Work closely with other departments, such as sales, logistics, and finance, to ensure seamless service delivery.
- Continuous Improvement: Contribute to the development of customer service policies and procedures, and suggest improvements based on customer feedback.
- Product Knowledge: Stay updated on company products and services to provide accurate information to customers.
- Ad Hoc Support: Assist with other administrative tasks as needed, including managing schedules, coordinating meetings, and handling special projects.
- Previous experience in customer service, administration, or a related role.
- Strong communication skills, both verbal and written.
- Excellent organisational skills with the ability to manage multiple tasks.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Problem-solving skills and the ability to think critically in high-pressure situations.
- Attention to detail and strong follow-up abilities.
- Ability to work independently as well as in a team environment.
- High school diploma or equivalent (bachelor's degree in business administration or related field preferred).
- Experience using CRM systems.
- Able to be fully office-based from the premises in Isleworth.
- Competitive Salary £28,000 - £30,000 per annum, depending on experience.
- Company Pension plan.
- Paid Holidays & Bank Holidays.
- Professional development opportunities.
- On-site Parking.
- Cycle to work scheme.
