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.
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
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
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