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Customer Service Representative
2 months ago
Brellis Recruitment Ltd is seeking a highly skilled and experienced Customer Service Advisor to join our team.
Key Responsibilities:
- Provide exceptional customer service support to all customers.
- Analyze and resolve customer queries and issues in a timely and efficient manner.
- Make outgoing calls to customers and retail partners to troubleshoot issues and provide solutions.
- Respond to customer emails and live chats in a professional and grammatically correct manner.
- Deal with returns and analyze issues to take appropriate action in line with company policy.
- Ensure customers and retail colleagues are kept informed at every stage and concerns are addressed and resolved.
Administrative Support:
- Book equipment and materials into SAP to ensure accurate stock levels.
- Liaise with the Field Services Team and third-party suppliers to ensure they have up-to-date information regarding their tasks and report on completion rates.
- Handle questions, concerns, or complaints from stores and raise with appropriate internal personnel if unable to answer.
- Provide feedback from stores and experiences to the Customer Support Executive to enable proactive service improvements.
Additional Responsibilities:
- Support the setup, maintenance, and participation of the Webinar program, including implementation of required tools and ongoing schedule to communicate details of our service for customers.
- Undertake additional training as required to develop and maintain knowledge expected of the role.
- Effectively maintain, monitor, and report relevant statistics as provided by the Management team.
- Attend team meetings as and when required and provide feedback useful for building the team and maintaining strong relationships.
- Use internal systems to investigate and record actions, responding to tickets within 2 working days.
- Undertake allocated admin tasks when briefed in the given time frames.
- Meet all targets and objectives set for our Sales & Customer Support Agents.
- Promote excellent Service Plans to our customers to give them long-term cover and solutions.
Person Specification:
- We are looking for someone who is self-motivated, capable of working both individually and within a team, organized, and someone who has an excellent eye for detail.
- Essential:
- Outstanding attention to detail.
- Outstanding communication skills.
- Customer-focused problem-solving skills.
- Proven ability to multitask to a high level.
- Previous customer service experience.
- Intermediate knowledge of Microsoft Package/Internet/Email.
- Advanced Excel knowledge.
- Willingness to learn.
- Ability to diagnose and troubleshoot problems.
- Ability to listen, empathize, and confidently respond to our customers.
