Customer Service Representative

6 days ago


Leeds, Leeds, United Kingdom Lucy Walker Recruitment Full time
About the Role

We are seeking a highly skilled Customer Service Executive to join our team at Lucy Walker Recruitment. As a key member of our client's customer-facing team, you will be responsible for delivering exceptional customer service and support to our clients.

Key Responsibilities
  • Act as a primary point of contact for internal and external customers, addressing all queries, complaints, and requests.
  • Handle customer complaints and returns, recording them accurately in internal systems, and escalating serious issues to management.
  • Proactively communicate any problems, such as delivery delays.
  • Communicate effectively, both written and verbal, projecting a caring and customer-focused image.
  • Make outbound calls to maximize value and efficiency for customers.
  • Take full ownership and responsibility for managing customers' sales orders.
  • Ensure all data input is accurate and up to date for high-quality management information.
  • Analyse customer pricing, calculate costings and percentages.
  • Maximize sales opportunities and deliver best practices to all clients.
  • Take responsibility for performance against KPIs and call monitoring scores.
  • Liaise with courier companies to ensure the best possible service.
  • Serve as a dependable role model, avoiding negativity about customers, the company, policies, management, or colleagues.
Requirements
  • Customer Service/Sales background and experience.
  • Strong administrative and process skills, with attention to detail (including grammar and spelling).
  • Experience using a CRM system (training provided for our bespoke system).
  • Experience in a phone-based role.
  • Strong communication skills, with previous experience engaging with clients and customers.
  • Ability to ask open questions and build relationships with clients.
  • Experience working under pressure in a fast-paced role.
  • Experience with internal and external stakeholders.


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