Customer Service Representative

4 weeks ago

Nelson, Lancashire, United Kingdom Daisy Corporate Services Trading Limited Full time

Job Title: Customer Service Executive

Job Summary:

We are seeking a highly skilled and motivated Customer Service Executive to join our team at Daisy Corporate Services Trading Limited. As a key member of our Operations department, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities:

  • Provide welcome and confirmation calls to customers, ensuring a positive and professional experience.
  • Handle first-line installation support calls, resolving issues efficiently and effectively.
  • Accurately input order and customer details onto our system, including external suppliers.
  • Liaise with customers, business partners, and suppliers to resolve queries and amendments.
  • Provide technical advice to customers, business partners, and internal staff, ensuring a high level of customer satisfaction.
  • Coordinate jobs and arrange engineer visits, ensuring timely and efficient resolution.
  • Liaise with customers and suppliers to resolve issues and provide regular updates.
  • Schedule and action tasks to completion within specified timescales, ensuring high levels of productivity.
  • Follow all procedures and deliver exceptional customer service, achieving maximum customer satisfaction and right-first-time resolutions.
  • Ensure all systems are kept fully updated for each action and point of customer contact.
  • Identify opportunities to maximize growth and revenue through cross-selling and referring to specialist sales teams.
  • Escalate process issues and offer suggestions for suitable resolutions.
  • Build and maintain good working relationships with internal and external customers, establishing strong relationships with other departments.
  • Deliver against key business objectives, business service level agreements, and individual key performance indicators.
  • Enter clear, concise, and comprehensive notes onto our systems after each customer contact, with relevant documents attached where necessary.

Requirements:

  • Demonstrate an ability to work within a fast-paced environment within the service industry.
  • Ability to understand, analyze, and interpret data.
  • Sound questioning and listening skills, pinpointing the exact issue to get a resolution.
  • Demonstrate a logical thought process, meeting customer demands and expectations.
  • Ability to work well as an individual and as part of a team.
  • Excellent, assertive, and controlled telephone manner.
  • A high level of professionalism.
  • Ability to manage own workload.
  • Previous experience of Microsoft packages.
  • A 'can-do' and positive attitude towards work and personal development.
  • Excellent communication skills, both verbal and written.

Benefits:

  • 25 days' holiday, plus bank holidays, and an additional day for each year of service up to 30 days.
  • Holiday purchase scheme.
  • £500 referral scheme bonus.
  • Professional development to help you achieve your personal goals.
  • Eye care vouchers available and discounted Medicash membership.
  • Access to discounts and savings at over 1,200 retailers.
  • An additional day off on your birthday or if you're getting married.

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