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Customer Support Administrator

2 weeks ago

Bilston, United Kingdom Proactive Personnel Ltd Full time

**Key Accountabilities**:

- Deal directly with customer either by phone or electronically in a timely, effective, polite and positive manner showing sensitivity to the customers issues
- Understanding internal and external customer needs and expectations and working to exceed these
- Obtain and evaluate all relevant information to effectively handle enquires or complaints
- Respond promptly to customer enquires both verbally and in written form
- Take ownership of customer queries and ensure appropriate solutions are given
- Ensure customer needs are met and where possible exceeded by constantly reviewing the service provided and identifying improvements
- Accurately process and verify sales orders, along with returns requests and invoice queries
- Keep written / electronic records of customer interactions, enquiries, comments or complaints
- Perform general office administration as required
- Communicate and coordinate with internal departments
- Develop an excellent understanding of our customers and industry sector
- Manage and maintain customer support 'best practice’ in line with company policies and business rules
- Work as part of a team to develop and improve existing procedures and policies and develop new where required

**Experience, Skills & Qualifications**:

- Proven customer service experience
- Proven data entry skills
- Ability to work effectively as part of the team
- A flexible, highly motivated 'can do 'attitude
- Excellent interpersonal skills, non-confrontational, ability to listen, obtain information, determine course of action and follow through to successful completion
- Proven exposure to difficult situations, maintaining professionalism, displaying patience and empathy
- Able to demonstrate strong written and verbal communication skills and the ability to communicate with customer and colleagues at all levels
- Excellent organisational skills, ability to prioritise and meet agreed deadlines
- Ability to build and maintain customers confidence in the company, its service and products

**Key Performance Indicators**:

- Answering of inbound telephone to target
- Achieve accurate data entry
- Turn around and response of customer queries to target
- Entry of Sales Orders and Collection Requests to target
- Maintain agreed level of data accuracy

**Benefits**:

- Free on-site parking
- 33 days holiday (34 this year) plus service holidays
- Paycare
- Life Assurance
- Pension