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Customer Service Assistant

2 weeks ago

Northway, United Kingdom Lakes Bathrooms Full time

Lakes is an award-winning manufacturer of innovative showering spaces. Established in 1986, we’re an independent family business with a strong reputation for quality, first-class customer service, speed of delivery and innovative solutions. Lakes is a Carbon Neutral Plus organisation, and the first company in the sector to achieve the Carbon Footprint Standard in March 2019.

We are seeking a Customer Service Assistant to join our team in providing exceptional service to our customers. This role involves assisting customers with their enquiries and ensuring their needs are met promptly and professionally. Working in a fast-paced environment, creating collection requests, sending out spare parts, booking service visits as well as giving technical advice and guidance.

**Requirements**:

- Must be able to work as part of a team, able to multitask and have good telephone etiquette.
- Excellent communication and administrative skills (both verbal and written)
- Problem solving skills.
- Must be empathetic and remain calm under pressure and uphold Lakes Values.
- Microsoft Excel, Word and Outlook competent. Sage X3 advantageous.
- Ability to embrace 'in the moment' coaching to develop your skills and knowledge.
- Understanding of technical drawings advantageous
- Attention to detail is key.
- Willing to embrace new ideas and change.

**Tasks**:

- Raise returns, process returns, and credit customers.
- Take spares order requests and card payments - knowledge of GDPR preferable.
- Respond promptly to customer support requests to improve the customer experience.
- Book Field Service Technician visits and arrange appropriate goods to suit for both homes and showrooms.
- Patiently listen attentively to the customer and help address their needs.
- Quickly learn the functions of the system to log in and respond to customer complaints.
- Accurately record and log customers details, complaints, and technician visit details.
- Address customer questions about new products and services.
- Liaise with external transport companies to address both end user and company discrepancies.
- Remain updated with company policies and process changes.
- Work with management to maintain best practices for efficient communication with customers.
- Contribute with fresh ideas for department improvements in fortnightly team meetings
- Scanning & general admin.

**Job Types**: Full-time, Permanent

Pay: £23,000.00-£25,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Private medical insurance

Schedule:

- Monday to Friday
- No weekends

**Experience**:

- customer service: 1 year (required)

Work Location: In person