Customer Service Specialist (6 Month FTC)

Location:Cambridgeshire

Summary of Role





Helping our customers achieve their mission faster is what we are all about. As a Customer Service Specialist, you will be directly supporting customers via email and phone. You will help clients and by providing information, creating quotations, placing orders and establishing profitable relationships with customers. You will liaise with supply chain, logistics and other departments to make sure products and information are delivered timely. You will help customers from start to finish, identifying their needs, using your initiative to offer the right solution and always offering a fantastic customer experience.







Primary Accountabilities






  • Use customer experience principles as a framework to answer customer queries and complaints, providing optimal solutions balanced with commercial needs.


  • Meet team KPIs - 95% response rate within 24 hours (phone and email), >60% tNPs

  • Liaising with other departments when appropriate


  • Handle escalated customer queries and complaints ensuring the customers issue is resolved as quickly as possible


  • Deal with admin; place orders, provide quotations, process credit notes etc.


  • Proactively contact customers with information about their order


  • Ownership of customer data ensuring that information in our systems is accurate


  • Support other team members when needed


  • Recommend promotions and product alternatives to customers when appropriate


  • Identify opportunities to cross sell and up sell by asking customers open questions


  • Proactively contact customers on the phone to gather more information, reduce customer effort and identify sales opportunities




Person Specification




  • Ability to manage time effectively. Organize, prioritize and multitask in a demanding and fast paced environment


  • Customer focused approach, with customer satisfaction being a core driver


  • Excellent communication skills, both written and verbal


  • Demonstrate a positive attitude to change and be part of a “can do” culture, as well as provide constructive feedback to improve systems, services and processes


  • Problem analysis and problem-solving skills


  • Take accountability for problems and devise creative solutions to delight customers.


  • Being audacious to make policy exception decisions to handle unique customer concerns


  • Being agile spotting issues and fixing them


Benefits




  • Competitive basic salary


  • Flexible benefits package


  • Opportunity to participate in the company share incentive plan which includes free shares


  • Career progression opportunities


  • Dynamic working environment, working with people who are passionate about helping our customers achieve their mission, faster