Senior Customer Services Representative

I am seeking a dynamic individual to join my client in Caversham, Reading as part of their Customer Services team, who will also play a pivotal role in providing essential support to the Service Delivery team.

The prime focus of this role is in delivering exceptional customer service, supporting the Customer Services and Service Delivery teams, to both internal and external customers, fostering positive relationships and ensuring satisfaction to uphold the excellent reputation of KnowledgePoint. This is a responsible position which requires a positive attitude, a conscientious approach, and respect of confidentiality.

As the Senior Customer Services representative you will be responsible for supporting key accounts, handling enquiries, complaints, and correspondence promptly and effectively, managing calls, co-ordinating and ensuring timely order processing and delivery, and proactive problem-solving. Your work day will be very varied and you’ll need to have a flexible, proactive approach to your work.

Responsibilities also include:

• Managing incoming calls and coordinating orders.
• Monitoring shipments and addressing delivery issues.
• Facilitating communication for new customer accounts.
• Performing administrative duties and maintaining documentation.
• Supporting the onboarding of new customers and engaging with stakeholders.
• Assisting in bids and proposals, and maintaining accurate account records.
• Participating in account reviews and ensuring adherence to SLAs
• Collaborating with Finance to resolve payment issues.
• Increasing awareness of Company services and solutions.

You’ll need to be self-motivated, highly organised with the ability to follow multiple processes, tasks and instructions quickly and accurately, as well as have:

• Proven track record of positive customer interaction at a high level in a successful Customer Services team and/or sales support environment, engaging with business decision makers
• Strong communication and problem-solving skills, detail-oriented with the ability to work under pressure without close supervision.
• Proficient in the Microsoft Office suite
• Excellent literacy and administration skills, and have dealt with customer enquiries and complaints both in writing and verbally i.e. skilled at drafting professional emails in a business context
• Be able to plan, prioritise, schedule and manage a number of tasks concurrently meeting set deadlines
• Great attention to detail, high standards and a sense of pride, resulting in a job well done
• Team player with excellent timekeeping.

You must have both exceptiional written and spoken English and be eligible to work in UK.