Senior Customer Service

British Manufacturing Solutions Ltd are looking to recruit an experienced customer service & sales person to take overall responsibility for our key client base. Forming long term customer relationships looking after any requirements they might have.

You must have strong work ethics and a fast proactive approach to dealing with clients, finding answers and dealing with any problems as they present themselves.

A modern digital approach will be used, using all possible means of communication, from social media, webchats, through to WhatsApp messages from clients around the world. All must be combined and reported for their success or failure to help drive the business forward and adapt to compete in a fast-moving world.

You will be supported by a strong team of technical engineers and creative people.

Experience in using CRM software, data reporting to management is required. Advising how good or bad progress has been weekly and monthly, working with the team to continuously update and improve best practices. As a young and growing company, we can adapt to new ideas quickly and you will be expected to contribute and help create a better and more enjoyable workplace.

The customers we deal with are varied, from individual customers looking to buy grounds equipment, to senior managers at the best golf courses in the world. Therefore, we need someone who is highly professional and presentable, who can treat high-end clients with exceptional customer service. Presentation and image are very important within this role.

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfil customer needs to ensure customer satisfaction.

Requires at least 3 years of experience in the field of customer service and relations/order processing. Must feel comfortable taking the lead in this role, coming up with new ideas and suggestions. Reports directly to the management team.

The target is to ensure excellent service standards and maintain high customer satisfaction. You must be able to report on the success or failure of these tasks by collecting and

reporting data. As well as generating sales leads / reports.

We are looking for someone to be proactive, make outgoing calls to customers, chasing quotes and ensuring a better customer relationship is formed. Generating sales leads/ reports and following through the order process from start to finish.

**Job functions**:

- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain customer accounts by processing customer adjustments. We have to keep the most up to date information e.g. basic CRM information
- Recommend potential products or services to management by collecting customer information and analysing customer needs
- Prepare product or service reports by collecting and analysing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Go the extra mile to engage customers
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Assist with placement of orders, refunds, or exchanges
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Act as the company gatekeeper
- Suggest solutions when a product malfunctions
- Attempt to persuade the customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Utilise computer technology to handle high call volumes
- Compile reports on overall customer satisfaction
- Making outbound sales calls to a target audience
- Providing sales and administrational support sales
- Order processing and administration
- Management and ownership of account information including analysis and reporting
- Effective communication with all stakeholders
- Extensive use of CRM system
- Acting as the first point of contact for the buisninss

**Requirements**:

- Proven history within customer service and good sales skills
- Strong phone contact handling skills and active listening
- CRM experience compulsory
- Customer orientation and ability to adapt/respond to different types of cha