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Customer Service Representative

2 months ago

Marlow, United Kingdom Partner Retail Services Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative at Partner Retail Services.

Key Responsibilities:

  • Provide exceptional customer service through various channels, ensuring a seamless and satisfying experience for our clients.
  • Work closely with our sales team to identify opportunities for cross-selling and upselling, enhancing the customer's brand experience.
  • Utilize strong communication and problem-solving skills to resolve customer issues and provide tailored solutions.
  • Manage customer records and maintain accurate data across our call centre databases.
  • Stay up-to-date with product knowledge and processes through our internal training platform.
  • Deliver high-quality customer service, meeting or exceeding performance metrics.
  • Make outbound calls to customers, third parties, and escalation routes as required.

Requirements:

  • Passionate about building strong relationships with customers and stakeholders.
  • Ability to prioritize workloads and manage multiple tasks effectively.
  • Commercially minded approach to every customer interaction.
  • Previous sales experience is desirable but not essential.
  • Experience working towards multiple KPIs in a targeted environment.
  • Knowledge of the Samsung ecosystem and a passion for technology.
  • Confident communicator with excellent verbal and written skills.
  • Computer literacy.

Deliverables:

  • Deliver multi-channel support, ensuring timely and effective resolution of customer queries.
  • Act as a liaison between customers and our store teams to maximize customer experience and minimize impact on store effectiveness.
  • Navigate various business platforms and systems to resolve customer queries.
  • Manage customer escalations to a satisfactory conclusion.
  • Work towards pre-defined targets as an individual and as part of a team, focusing on sales, customer satisfaction, and service metrics.
  • KPIs include average call time, first-time resolution, call abandonment rate, average call wait time, call hold time, email response time, productivity, call cost, customer satisfaction (NPS, Mystery Shop), sales conversion, and sales attachment rate.
  • Bonus potential is measured on sales metrics.