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Customer Service Representative

Posted 1 February by Thefutureworks Easy Apply Ended
Our client seeks an experienced Customer Service Representative, this is an excellent opportunity to join a company that's believes in staff development with excellent benefits .

This position is responsible for answering customer inquiries, managing complaints to resolution, processing orders and shipments, resolving warranty claims and providing technical support.

REPORTS TO: Customer Care Manager

*Professionally interact with customers and others via phone, in person, e-mail or other written or verbal methods
*Assist customers in both selection and application of products
*Accurately processes orders received by mail, phone, fax, email, etc.
*Responds to customer inquiries pertaining to orders, price and parts.
*Receives and resolves customer complaints in order to achieve customer satisfaction
*Handles requests for replacing defective parts and issues "Return Materials Authorization (RMA)"
*Manages Warranty Claims through in house warranty process and looks to continually improve the process for customer satisfaction.
*Records voice of the customer (complaints, compliments, feedback) in a CRM program
*Generates credit memos through in house process
*Demonstrate knowledge of spare parts, products and services offered with an ability for continuous development
*The coordination of shipping requirements which include the preparation, document handling and liaison between parties to ensure that products reach customers on time.
*Provide technical support to customers, both external and internal, a primary contact for the exchange of technical assistance and information. This assistance can vary from product selection or application guidance to operational troubleshooting for our products.
*Escalate technical support requests to Product Managers, Engineers, and others
*Provide customers with product advisories, announcements, or other technical data in order to provide world class customer satisfaction
*Conduct product warranty investigations and request the issuance of credit memos as needed in accordance with ISO 9001 procedures. This function will initiate RMA actions with related submission of credit memos
*Assist customers, internal and external, with selection of parts required in product repair
*Sales Lead generation as required
*Supports the Operation to ensure on time delivery is met and the customer is satisfied
*Develops and adheres to Standard Operating procedures in compliance with Quality and ISO standards
*Processes daily shipment documents both domestic and internationally in line with export compliance standards
*Part takes in all training and meetings as and when requested
*Develop and maintain excellent customer relationships
*Ensure adherence to company policies and procedures
*Meeting all agreed SLA's and KPIs ensuring plan of actions where performance falls below agreed standards
*Other duties as assigned

Qualifications\ Education\ Knowledge
*GCSE level and 3-5 years of customer service and/ or technical support work experience required
*Proven success at providing best in class customer service

*Customer service focused with a proven track record of success
*Effective time management skills with the ability to prioritize
*Strong interpersonal skills and effective team player
*Meeting and exceeding departmental KPI' s
*Experience gained in manufacturing and/or fire industry, within a customer service or technical support function
*Excellent of knowledge of Microsoft Office software

Abilities*Demonstrating customer focus
*Excellent organizational skills and attention to detail
*Familiarity with multiple systems
*Demonstrated commitment to continuous improvement
*Effective problem solving skills
*Shows Initiative and displays a sense of urgency
*Excellent Interpersonal Skills
*Continuous learning and self-development
*Team player with a can-do attitude
*Communicates effectively with all key stakeholders internally and externally
*Able to multitask by adjusting and shifting priorities demonstrating flexibility
*Able to up and cross sell Godiva products as and when the opportunities arise

Required skills

  • none specified

Reference: 34370346

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