Customer & Sales Support Representative

£15 - £17k depending on experience. After six months probation period there is entitlement to: Corporate bonus of 5% Company Health insurance Pension Scheme Life insurance 3 time salary 25 days

Overall purpose:

To work within the Customer & Sales Support team to ensure a professional effective and efficient approach is maintained for both internal and external customer relationships.
The aim of this role is to work as part of a team responsible for making the customer's experience the best it can be.
To answer incoming calls, to place orders, answer enquiries and questions, handle complaints, troubleshoot problems and provide information where needed for both customers and the Sales team. The role with have special focuses on providing an effective complaints and returns service through the RMA systems with close communication between customer, Courier and International Warehouse.

Whilst your role may encompass all jobs within the CSS department your essential Duties and Responsibilities include:

• Answer incoming calls professionally
• Respond to customer inquiries in a timely and professional manner
• Liaise with UK Couriers to arrange collections
• Maintain RMA returns log
• Ensure all RMAs are within company procedure
• Ensure all reported PPI’s are logged and auctioned upon in a timely manner

Person Specification
• Demonstrates a positive attitude to work
• Willing to learn new things quickly
• Able to adapt to changing requirement or circumstances
• The ability to work and achieve independently is essential
• A team player capable of influencing others
• Goal-oriented and able to meet deadlines while being accurate
• Is committed to improving the added-value and efficiency of the customer service team
• Uses common sense as well as initiative to resolve issues within guidelines

Experience Specification
• Good telephone manner
• Knowledge of Microsoft Office (mainly Excel, Outlook and Word)
• Basic PC and Software knowledge is essential
• Previous experience of working in an administrative role will be an advantage
• Previous experience of working with complaints handling

Other Information
The job role has variable workloads, depending on monthly and quarterly deadlines.
Working hours between 8am and 5.30pm, Monday to Friday. (Total 37.5 hours/week)