Customer Support Specialist

6 days ago

Nuneaton, Warwickshire, United Kingdom Unipart Logistics Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Advisor at Unipart Logistics. As a key member of our customer service team, you will play a vital role in delivering exceptional customer support to our prestige automotive customers.

Key Responsibilities
  • Manage Relationships and Communications: Develop and maintain strong relationships with retailers, ensuring seamless communication and resolution of customer issues.
  • Address Customer Issues: Work in a fast-paced environment to address customer queries submitted via various channels, including telephone, CRM database, live chat, and instant message.
  • Ensure Key Performance Metrics: Maintain and monitor key performance metrics, ensuring daily tasks are completed and customer satisfaction is consistently high.
  • Manage Client Campaigns: Assist with the creation and execution of client campaigns, including new vehicle launches, gathering stock data, issuing orders, and crediting.
  • Support Performance Reporting: Assist with the creation of periodic performance reports, highlighting customer service KPIs and escalating areas for improvement.
  • Drive Continuous Improvement: Identify and implement process improvements to prevent customer issues and enhance overall customer experience.
  • Maintain SOPs and Work Instructions: Develop and maintain detailed Standard Operating Procedures (SOPs) and Work Instructions for all customer service processes.
  • Undertake Training and Development: Participate in regular training and development programs to enhance customer service skills and knowledge.
  • Support Cross-Functional Teams: Collaborate with cross-functional teams to resolve customer queries and drive continuous improvement.
About You

We are looking for a highly motivated and customer-focused individual with the following skills and experience:

  • Highly Customer-Focused: Ability to prioritize customer needs and deliver exceptional customer service.
  • Relationship Building: Ability to build and maintain strong relationships with retailers and internal stakeholders.
  • Adaptability: Ability to adapt to changing customer requirements and priorities.
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to persuade and influence both internal and external stakeholders.
  • Process Improvement: Ability to identify opportunities for process improvements and implement changes to enhance customer experience.
  • Systems Literacy: Experience with systems such as SAP ECC6, SAP S4Hana, Freshdesk, RingCentral VOIP Telephony System, and MS Office.
  • Relevant Qualifications: Relevant customer service qualification or business experience.

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