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Customer Service Representative

2 months ago

Andover, Hampshire, United Kingdom Aspire Jobs Full time
Customer Services Administrator

Location: Andover

Salary: £22,500 pa

Hours: 37.5 hours pw, office based during 6 months probationary period then can work 40% of time at home if required

Benefits: 25 days holiday, option to increase to 30 days, 7% employer pension contribution, 4 x salary life assurance, 4% flex fund for varied benefits, bonus schemes, Employee Assistance Programme

Aspire Jobs is delighted to be working exclusively with our award-winning global manufacturing client who are now looking for a customer services administrator to join their small but growing and busy customer services team.

This is a fantastic opportunity to join a multibillion-pound turnover business, who have exciting plans for growth providing you with a springboard to a bigger career in the future. They will recognise good people and provide great opportunities.

This customer services administrator role would suit a college or university graduate who is looking for their 1st rung on the corporate career ladder. Excellent promotional prospects within the group. If you don't have previous office admin experience, then you will come from a customer-focused background such as retail or hospitality as an example.

The Customer Service role will primarily be responsible for providing high-level office-based point of contact for their customers in the UK and Ireland and their European Distributor network, as well as supporting the UKIE sales team.

The successful Customer Services Administrator will

  • Have good customer service skills and experience-this could be from within an office, retail or hospitality
  • Have good communication skills both verbally and written
  • Be computer-literate, particularly with word and excel
  • Be happy to pick up the phone and answer calls
  • Be a real team player
  • Be flexible to pick up any other duties as required
  • Have good attention to detail
  • Be positive and tenacious
  • Be able to work under pressure

General Customer Support:

Customer Service Specialist will be responsible for a list of key accounts

Key account support

  • Work closely with UK & EU commercial teams and key contacts to provide seamless customer service experience for all interactions for a united, world-class team
  • Ensure that all enquiries are handled effectively, in a timely manner and that the customer is kept informed as their query progresses, and that it is fully resolved to their satisfaction
  • Work with the technical support advisors in the teams, plus the scheduler, to ensure that service levels are met in line with contractual obligations

There are three key areas covered by the Customer Service supporting all customers:

Quotes, Orders and part requests

  • Ensure that all quotes and orders are processed accurately and in a timely manner for spares, engineer work and consumable items, assist customers with returns, ensure customers are kept up to date with delays to orders, liaise with customers to manage paperwork to enable orders to be dispatched smoothly

Non-conformance reporting (NCR)

  • Log all NCRs and track the progress of the issue to keep the customer updated with the situation at regular intervals, providing final responses and reports to show their NCR has been resolved
  • Work with the whole UK Customer Service team to ensure NCRs are resolved within KPI timescales

Other typical duties include:

  • Carry out customer satisfaction surveys
  • Adhering to the team key performance indicator goals and helping the whole team to meet these
  • Provide feedback on processes to drive continuous improvement
  • Working with our production team to ensure parts are correctly dispatched / returned as appropriate, relating to technical request and return for repair