Customer Service Sales Administrator (Part Time)
Candidates will have high customer service standards and the ability to work effectively as member of a busy team. The business is growing quickly and we are looking for an individual who understands our customer’s ever-changing needs and is ready to take the initiative to effectively meet our high customer service standards.
Ensure that each customer feels like the most important customer of the day by delivering a consistently high standard of customer service.
To respond promptly and effectively to incoming sales calls from our wide variety of customers.
To know when to effectively refer a customer’s telephone call to a colleague, or where to seek further information as required.
Maintain and ensure their current product and service knowledge is up to date so that the customer is confident that they are getting the best and most up to date information or product solutions.
To be responsible for the administration to process customer returns correctly; ensuring the customer refund or replacement is accurately actioned and the appropriate stock return work is completed.
To understand the importance of warranties, process them in accordance with purchases and be able to promote the benefit or warranty renewals to our customers.
Be able to handle any complaints in a calm and professional manner and take ownership for escalation of the details as appropriate; and to remain the main point of contact for the customer until the appropriate senior colleague introductions have been made or a satisfactory resolution has been concluded.
Be able to deal with a range of emails from a number of sources and either respond directly to them or forward them to colleagues as appropriate.
To work to, and exceed, Company standards and KPIs.
To meet sales targets and support colleagues as necessary.
To be able to make the first impression a customer may have of the Company, and its services, as positive an experience as possible.
Is able to deal with a variety of customers and adjust their response and manner according to the reason for the call.
Be patient, calm and fully able to understand a customer’s complaint or problem and be clear as to when to escalate complaints.
Ensure that customers are provided with realistic response times as necessary to ensure expectations are full managed.
Keep customers regularly updated with orders in progress and other customer service activities.
Have a strong eye for detail and ensure accuracy with data and information.
Be able to identify possible sales opportunities eg by offering a customer a more up to date product or an add-on appliance to ensure the customer can work more effectively.
To be able to work in an adaptable and flexible manner to ensure that new processes and systems are learned and used effectively.
Able to show experience in customer services on the frontline.
Excellent organisational and communication skills.
Demonstrate attention to detail and creative problem-solving.
Has the ability to collaborate with multiple departments.
Works well in a fast paced and changing environment.
Can present evidence of high standard teamwork.
Has experience of working with Microsoft Office and other in-house software systems.
Can offer clear and appropriate examples of being able to prioritise a varied workload.
Have an interest or experience in arboriculture.
The working hours are Monday to Friday 9.00 – 15.00, with the opportunity to work some Saturdays and offering free on-site car parking.