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Senior Customer Service Representative
2 months ago
About the Role:
Fabric Recruitment is seeking an experienced Customer Service professional to join our client's team as a Senior Customer Service Representative. As a key member of the customer support team, you will play a crucial role in delivering exceptional customer experiences and ensuring the smooth operation of customer support processes.
Key Responsibilities:
- Decision Making: Make informed decisions on faulty, defective, or damaged orders, ensuring customer satisfaction and minimizing losses.
- Cost Optimization: Implement cost-effective solutions for deliveries and exchanges, balancing customer needs with business objectives.
- Issue Resolution: Resolve complex delivery issues while managing costs, ensuring timely and efficient resolution.
- Escalation: Escalate technical issues to senior management or technical departments, ensuring prompt attention and resolution.
- Team Support: Assist with onboarding and training new advisors, providing guidance and support as needed.
- Departmental Operations: Support the Team Manager in their absence, ensuring departmental operations run smoothly and efficiently.
- Tracking and Reporting: Maintain trackers for senior management, sales directors, warehouse managers, and MD, providing accurate and timely reports.
- Departmental Objectives: Collaborate with the Team Manager to achieve departmental objectives, driving business growth and customer satisfaction.
- Access and Returns: Handle access checks, Moffatt quotes, and MSD/PF delivery queries, ensuring seamless customer experiences.
About You:
We are looking for a customer-focused individual with previous experience in a similar role. You should be confident in providing support and training to team members, with strong attention to detail and accuracy in data entry. Excellent communication and interpersonal skills are essential, as well as the ability to work collaboratively within a team. A customer-centric mindset with a commitment to delivering high-quality service is a must.
