Customer Service Representative

4 weeks ago

East Grinstead, West Sussex, United Kingdom Reed Full time

Customer Service Account Executive

**Job Summary**

Reed Crawley is seeking a highly skilled Customer Service Account Executive to join their team. As the front line of support, you will provide exceptional service via telephone and email to clients, ensuring a high level of customer response and satisfaction.

**Key Responsibilities**

* Resolve day-to-day queries, process orders, and manage correspondence with customers and internal departments.
* Utilise ticketing systems to update client queries within agreed SLAs.
* Ensure all queries are actioned in accordance with client SLAs and Standard Operating Procedures.
* Provide frontline telephone and email support.
* Collaborate with Accounts and Warehouse departments to resolve issues preventing order shipment.
* Supply detailed information to the nominated Account Manager upon request.
* Handle customer correspondence in line with Customer Service Standards.
* Log all customer issues and propose solutions to assist with resolution.
* Support operational changes while minimising disruption to service.
* Maintain and improve performance levels to meet all elements of client SLAs.
* Communicate any issues that may impact service delivery.
* Liaise closely with Customer Services and Warehouse Team Leaders to ensure smooth contract operations.
* Meet individual and business KPIs.
* Manage live chat, addressing inbound queries and directing them to relevant departments promptly.

**Requirements**

* Previous customer service experience with a focus on meeting deadlines and SLA commitments.
* Proficiency in MS Office, particularly Excel & Outlook.
* Organised approach to email management.
* Strong interpersonal skills to build customer relationships.
* Proven ability to work effectively in a team.
* Excellent written and verbal communication skills.
* High degree of accuracy and attention to detail in work.

**About Reed**

Reed Crawley is a leading recruitment agency partnering with key clients to find the best talent for their teams. If you are interested in this opportunity, please apply online and Claire will be in touch.

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