Customer Service Administrator

2 weeks ago

Corby, United Kingdom Kettle Interiors Full time

**Main purpose of the role**

To interact with customers assisting and providing information in response to any fault or damage related queries. To aid in solving customer's problems and express any emerging patterns and issues recording with the Customer Service Manager. High-quality customer care, with a calm approach and outlook to all situations should always be maintained.

**Keys Duties and Accountabilities (will include but not limited to)**
- You will be accountable for a core range of our customers, prioritising and managing their service/faulty queries in Zen Desk.
- Review all claims against our returns policy, offering a solution to the customer or an explanation of any refusal.
- Work with the CS Team to ensure that we are all working within our SLA and all customers are being responded to within 48 hours.
- Log faulty and damaged claims on Xsuite, acknowledge back to the customer, release collection paperwork for faulty/damaged claims, raise replacement order items.
- Raise returns credits once we have the supporting paperwork confirming uplift of the faulty/damaged item(s).
- Raise any compensation credit notes that have been agreed with customers.
- keeping the customer updated through to final resolution.
- Displays extensive knowledge about products and services.
- Maintain the Customer Services systems on X Suite and K: Drive.
- Collate information from the customers regarding faulty or damaged goods including PD numbers and photos.
- Maintain records of all responses for spare parts, replacements and Homeserve attendances.

**Key Experience and Qualifications**
- A passion for delivering high levels of customer service with the ability to show genuine empathy.
- Excellent communication skills,both verbal and written.
- Keen attention to detail.
- Organised with the ability to balance priorities.
- An adaptable, friendly team player.

**Salary**: £23,000.00 per year

**Benefits**:

- Cycle to work scheme
- On-site parking
- Private medical insurance

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Corby, NN17 4JN: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)
- Administrative: 1 year (preferred)

Work Location: One location

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