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Customer Service Representative
2 months ago
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 inquiries and concerns submitted via various channels, including telephone, CRM database, live chat, and instant message.
- Ensure Key Performance Metrics: Maintain and track key performance metrics, ensuring daily tasks are completed and customer satisfaction levels are met.
- 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.
- Support Cross-Functional Teams: Collaborate with cross-functional and cross-regional teams to build key relationships, support query resolution, and drive continuous improvement.
- Ensure Health and Safety Compliance: Ensure all activities are conducted in accordance with Health and Safety policies and procedures.
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 Management: Ability to develop 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 and efficiency.
- Systems Literacy: Experience with systems such as SAP ECC6, SAP S4Hana, Freshdesk, RingCentral VOIP Telephony System, and MS Office.
- Customer Service Qualification: Relevant customer service qualification or business experience.
- Travel Requirements: Full UK driving license or ability to travel to other Unipart and customer sites across the UK.
