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Customer Service Lead

1 month ago

Caerphilly, United Kingdom Ecolab Full time
Job Description

The Lead Customer Service Associate is a pivotal role within the customer service department, responsible for providing advanced customer support while actively developing the skills and knowledge required to transition into a team leadership position. This position primarily focuses on delivering exceptional customer service, with approximately 85% of the job responsibilities dedicated to core workload and assisting customers.

Responsibilities:
  • Customer Service Activities (85%):
    • Serve as a knowledgeable resource for customers, addressing inquiries, resolving issues, and providing support through various communication channels.
    • Handle complex customer concerns and complaints, ensuring prompt and satisfactory resolutions.
    • Demonstrate expertise in product knowledge to assist customers with inquiries, troubleshooting, and providing accurate information.
    • Strive to exceed customer expectations by delivering personalized and empathetic interactions.
    • Collaborate with cross-functional teams to resolve intricate customer issues and provide seamless customer experiences.
    • Maintain accurate and detailed customer records, including interactions, transactions, and case notes.
    • Identify opportunities for process improvement and contribute to enhancing the overall customer service experience.
    • Stay updated on product features, policies, and industry trends to provide accurate and up-to-date information to customers.
    • Actively seek customer feedback and contribute to improving products, services, and processes based on customer insights.
  • Support to the Team and Personal Development (15%):
    • Assist the team in daily operations, such as knowledge sharing, providing guidance, and collaborating on problem-solving.
    • Actively participate in team meetings, contributing ideas and feedback to improve service quality and operational efficiency.
    • Collaborate with the team to develop and maintain customer service guidelines, standards, and best practices.
    • Support the training and onboarding of new team members by sharing expertise and assisting in their development.
    • Engage in learning opportunities, such as training programs or workshops, to enhance customer service skills and leadership capabilities.
    • Seek feedback from supervisors and peers to identify areas for improvement and actively work on self-development.
    • Contribute to projects or initiatives aimed at improving team performance, customer satisfaction, or operational effectiveness.
    • Foster a positive and collaborative team environment, promoting open communication and a customer-centric mindset.
Requirements:
  • Proven experience in a customer service role, demonstrating advanced customer support skills.
  • Excellent communication and interpersonal skills, with a focus on empathy and active listening.
  • Strong problem-solving abilities and the ability to handle complex customer situations with professionalism.
  • Proficiency in customer service software applications and tools.
  • Knowledge of customer service best practices and a commitment to delivering outstanding customer experiences.
  • Demonstrated ability to work well in a team and collaborate effectively with cross-functional stakeholders.
  • Strong organizational and time management skills.
  • Proactive mindset with a drive for continuous learning and self-improvement.
  • Flexibility to adapt to changing customer needs and business priorities.
What's in it for you:
  • Salary starting from £25k up to £27k, dependent on experience.
  • Investment in your training and development.
  • 25 days holiday plus 8 days Bank Holiday.
  • 4% Flexible Benefits, a wide range of benefits (extended to families) or to be used as salary increase.
  • Pension and 4 x annual salary Life Assurance benefits.
  • Opportunity to purchase company shares.
  • A long-term career within a business that recognises the talent to progress, inclusive of global opportunities.