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Import Customer Service Specialist

2 months ago

London, Greater London, United Kingdom Royal Mail Full time

About the Role

We are seeking a highly skilled Import Customer Administrator to join our team at Royal Mail. As an Import Customer Administrator, you will be responsible for providing exceptional customer service to our overseas-based medium and large import customers.

Key Responsibilities

  • Drive overall import customer satisfaction by providing an excellent customer experience
  • Act as a single point of contact for day-to-day import service queries
  • Create strong relationships with our import customers to gain greater commercial value
  • High responsiveness and clear accountability with ownership of issues through to resolution
  • Be proactive and preemptive with import customers, demonstrating that we are focused on our customers and willing to fight for their business
  • Work with import customers to understand their business and their needs
  • Support key events where expert service support adds value
  • Identify cross border parcel business trends that will lead to quicker resolution and root cause fix

About You

To be successful in this role, you will need to have:

  • Knowledge of cross border parcel business and full understanding of international mail and parcel end to end customer journey
  • Strong interpersonal skills and excellent communication skills, both written and telephone
  • Ability to work as part of a highly motivated team, dealing with enquires/complaints from Royal Mail business customers in order to resolve enquiries first time
  • Ability to build relationships with the Customers and Royal Mail colleagues
  • Ability to work to tight deadlines and solve problems/make decisions
  • Good planning, analytical & organisational skills. The ability to organise and prioritise and the willingness to learn new skills
  • Computer literate and good keyboard skills

What We Offer

As a valued member of our team, you will have access to a range of benefits, including:

  • RMG Share Schemes - partnership and matching share offer
  • Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
  • Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*
  • Supportive and generous company sick pay
  • Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.

Why Join Us

We are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.

We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.