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Customer Service Representative

2 months ago

Chandler's Ford, United Kingdom Draper Tools Full time

About the Role

We are seeking a highly skilled Customer Service Advisor to join our Customer Service team at Draper Tools. As a Customer Service Advisor, you will be responsible for providing exceptional customer experiences at all touch points, ensuring all incoming calls and emails are responded to promptly and professionally.

Key Responsibilities

  • Support customers with a diverse range of queries either by phone or email, with an aim to always exceed expectations.
  • Take ownership to manage queries from investigation to resolution, and escalate issues when required.
  • Increase customer satisfaction and loyalty by dealing with queries effectively and efficiently in a polite and professional manner.
  • Use product and company knowledge to resolve issues within specified SLAs.
  • Process manual orders when required.
  • Provide support and assistance to Area Sales Managers.

Requirements

  • Experience of working in a similar role.
  • Adaptable team player who is passionate about delighting customers.
  • Polite, friendly and professional.
  • Confident on the telephone.
  • Excellent customer engagement and communication skills.
  • A proactive approach to problem solving.
  • Great eye for detail.
  • Organised and structured approach to workload.
  • Able to work effectively in a fast moving, ever changing environment.
  • A focus on quality with a desire to go the extra mile.
  • Experience of using an email ticketing system is preferable.
  • Good IT skills, experience of using MS Office.

About Us

Draper Tools is a family business with a rich history, a strong, supportive 'family culture' and a passion for continuous improvement. We believe everyone can make a difference, we value opinions, we embrace new ideas and take a collaborative and proactive approach to change.

We promote a friendly, positive and inclusive team culture. If you are interested in this position, please click the link to apply.