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Customer Service Team Lead

2 months ago

Coalville, Leicestershire, United Kingdom JT Recruit Full time

About JT Recruit

We are a leading recruitment agency specializing in placing top talent in various industries.

Job Summary

We are seeking a highly skilled and experienced Customer Service and Sales Support Supervisor to join our team. As a key member of our sales support team, you will be responsible for delivering exceptional customer service and support to our clients.

Key Responsibilities

  1. Customer Service
  • Deal with customers directly to resolve issues in an efficient and timely manner, delivering a first-class customer service experience.
  • Be the main point of contact for after-sales queries and customer complaints.
  • Execute customer resolutions and complaint handling procedures.
Sales Support
  • Co-ordinate and deliver updates between the sales team, logistics department, and customers ensuring clear communication both internally and externally.
  • Assist the wider sales team in dealing with end-to-end B2B and B2C sales enquiries.
  • Liaise with both the sales team and logistics department to ensure order status updates are provided.
Reporting and Analysis
  • Prepare and deliver customer service reports to wider management.
  • Monitor calls between the sales team and customers.
  • Monitor product, service, and delivery issues, and report these to the wider management team for review.
General Duties
  • Perform general ad hoc daily duties/tasks.

Requirements

  1. Must have experience in the field of customer service at a supervisor level.
  2. Strong communicator who can build lasting relationships and resolve complaints efficiently.
  3. Ability to approach customer complaints and issues with a high degree of empathy.

Preferred Skills and Experience

  1. Experience working for a business-to-business (B2B) or business-to-consumer (B2C) sales organization.
  2. Technical knowledge around sales and customer service would be preferred.
  3. Experience using a sales CRM and accounting software.