Customer Services Coordinator

Location
Harlow
Salary
£18000 - £21000 per annum
Posted
24 Mar 2017
Closes
21 Apr 2017
Ref
00066502
Contact
Recruitment Genius Ltd
Sector
Public Sector
Function
Customer Service
Contract Type
Permanent
Hours
Full Time
This specialist company supplies equipment, frozen foods and livefoods required for the correct care of reptiles, amphibians and invertebrates. Customers include many well-known specialist Reptile shops as well as general pet shops, wholesalers, zoos and rescue centres.

Job Purpose:
Respond to and resolve customer queries via phone and email. Speak to customers professionally, understand their concerns and reason for calling and ensure customer satisfaction is maximised. Work across departments to help improve the company's overall service and reduce error rates.

Your Responsibilities:
- Day to Day answering Customer Service emails and calls
- Helping the Sales Team when short staffed
- Monitor open/closed queries each day by other team members daily checking that they have the right query reason and information
- Regularly check outstanding queries, track the progression and aim to close within the appropriate time frame
- Issues credits & raise returns notes
- Work with the Returns/QC Department
- Analyse top 3 monthly errors and suggest solutions
- Liaise with Senior Sales & Customer Services Manager when frequency of errors require processes to be audited
- Produce a weekly summary of findings and achievements
- Look for patterns in errors (products, department and customer's) feedback findings to the relevant supervisors
- Helping the Sales Team when sort staffed
- Up-sell on orders where possible
- Working overtime or too the Company Needs

Skills/Attributes/Qualifications:
- Ability to influence across departments to complete tasks required
- Ability to operate in a fast-paced environment
- Strong focus and understanding how the business can change to an excellent customer experience
- Be able to represent the voice of the customer internally with the organisation
- Be able to work quickly & efficiently with an attention to detail
- You should be able to assist in the development and the implementation of the strategy for the key chains
- Confident and convincing with strong communication skills
- Must be computer literate with a strong understanding of Microsoft programmes (Excel, Outlook, Word, PowerPoint) and X-Suite
- Must be able to work to deadlines
- Must be a team player

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