Customer Service Representative
3 weeks ago
Customer Account Coordinator Job Description
About the Role
We're looking for an experienced customer service professional to join our team as a Customer Account Coordinator. As a key member of our customer service team, you will be responsible for delivering exceptional customer service and query resolution for our customers.
Key Responsibilities
- Answer incoming calls and respond to emails from customers within required SLAs/KPIs.
- Listen to and understand customer needs.
- Take ownership of customer enquiries and respond to escalated customer issues or complaints.
- Engage with vendors on a day-to-day basis to resolve customer queries.
- Administer customer accounts, including data cleansing, setting up temporary accounts and collating reports.
- Communicate across our depot network to resolve customer queries.
- Meet established goals for all metrics, including call and case quality, productivity and call handling KPIs.
- Complete proactive outbound calls to advise customers on changes to services or relay other key information.
Requirements
To be successful in this role, you will need:
- Excellent communication skills
- Ability to work well alone and as part of a team.
- Motivated and willing to take initiative.
- Calm under pressure and able to multitask.
- Excellent attention to detail
- Aptitude to work without supervision.
What We Offer
We offer a range of benefits, including:
- 24 days holiday a year plus bank holiday days and the opportunity to buy and sell holiday.
- Generous pension.
- Medical and dental scheme.
- Cycle to work scheme.
- Retail, leisure and travel discounts.
- Free parking on site.
- Robust training and development programme.
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