Customer Support Coordinator

Posted 1 week ago by MET Recruitment UK Ltd
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Customer Support Coordinator


Temp (1 year)


Hours: 8:30am- 5:00pm

Job Purpose Statement

Interact with customers to provide excellent levels of sales support and process information in response to sales orders, enquiries, requests and concerns about products and services.

Key Accountabilities

  • Deal directly with customer either by phone or electronically in a timely, effective, polite and positive manner showing sensitivity to the customers issues
  • Understanding internal and external customer needs and expectations and working to exceed these
  • Obtain and evaluate all relevant information to effectively handle enquires or complaints
  • Respond promptly to customer enquires both verbally and in written form
  • Take ownership of customer queries and ensure appropriate solutions are given
  • Ensure customer needs are met and where possible exceeded by constantly reviewing the service provided and identifying improvements
  • Accurately process and verify sales orders, along with returns requests and invoice queries
  • Keep written / electronic records of customer interactions, enquiries, comments or complaints
  • Perform general office administration as required
  • Communicate and coordinate with internal departments
  • Develop an excellent understanding of our customers and industry sector
  • Manage and maintain customer support 'best practice' in line with company policies and business rules
  • Work as part of a team to develop and improve existing procedures and policies and develop new where required

Experience, Skills & Qualifications

  • Proven customer service experience
  • Proven data entry skills
  • Ability to work effectively as part of the team
  • A flexible, highly motivated 'can do 'attitude
  • Excellent interpersonal skills, non-confrontational, ability to listen, obtain information, determine course of action and follow through to successful completion
  • Proven exposure to difficult situations, maintaining professionalism, displaying patience and empathy
  • Able to demonstrate strong written and verbal communication skills and the ability to communicate with customer and colleagues at all levels
  • Excellent organisational skills, ability to prioritise and meet agreed deadlines
  • Ability to build and maintain customers confidence in the company, its service and products

Key Performance Indicators

  • Answering of inbound telephone to target
  • Achieve accurate data entry
  • Turn around and response of customer queries to target
  • Entry of Sales Orders and Collection Requests to target
  • Maintain agreed level of data accuracy

Reference: 36981055

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