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Customer-Oriented Service Representative / Manager - Hitchin, Hertfordshire


Location:
Hitchin, Hertfordshire
Language(s):
Only English Required
Job Ref:
KMCD037962
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Job Description
Customer-oriented Service Representative / Manager - Hitchin, Hertfordshire

Salary TBA

The management role is mix between a Sales Manager, Customer Service Manager, Commercial Manager and Operations Manager so need a very well rounded individual.
No people management required.

Key Skills; Customer Service Manager, Operations Manager, Problem-solving, Trouble Shooter, Sage 50

Our customer service representative, or CSR, will act as a liaison, provide product/services information, resolve any emerging problems that our customer accounts might face and meet the needs of clients who need assistance. They will also help support the sales team with inbound sales calls when needed.
The ideal candidate will be genuinely excited to help customers, patient, empathetic, and passionately communicative. Our customer service representatives can put themselves in their customers? shoes and advocate for them when necessary. Problem-solving also must come naturally, must be confident at troubleshooting and investigate if they don?t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities
Manage incoming calls and customer service and sales enquiries
Prioritise and process customer orders and requests submitted by telephone, email, live chat or instant message
Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products
Liaise with company suppliers to arrange collections, deliveries item repairs, correspondence and email management as needed
Communicate with customers about their orders, including any delays or changes in delivery
Identify and assess customers? needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Follow communication procedures, guidelines and policies

Requirements
Proven customer support experience or experience as a client service representative
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
High school degree
BONUS: Familiar with Sage 50 systems and practices

Key Skills; Customer Service Manager, Operations Manager, Problem-solving, Trouble Shooter, Sage 50

Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003
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Salary Indication
Competitive
Requirements
Customer Service Manager, Customer Service


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