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Customer Service Executive

Employer
Clearline Recruitment
Location
West Sussex, Burgess Hill
Salary
Up to £25000 per annum
Closing date
6 Nov 2019

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Job Details

Job Title: Customer Service Executive

Salary: £25k

Location: Burgess Hill

Temporary maternity contract

Summary

Your role will be to respond to customer's enquiries in an accurate, timely and professional manner. The Technical Calls will come via phone and email from customers and internal partners. You will be required to log and troubleshoot for customer technical enquiries and complete all the required administration. Ensuring adherence to all company complaints and escalation procedures. Develop and maintain relationships with both Internal and external partners and customers.

This role is a home based position, working full time hours; 37.5 hours per week:

Hours: 07:30-16:00, three days in the week and both Saturday and Sunday

Responsibilities

  • To accurately and responsively process calls and emails from customers and any technical issues they may be having with their products. Proactively liaise with customers and key account managers to ensure processes run smoothly.
  • To handle and resolve customer enquiry's relating to products, invoices, deliveries and returns requests, in a professional, timely and responsive manner (inc. liaising with carriers and alternative customer sites to locate appropriate stock when necessary).
  • To ensure all Field safety Notices are read and understood so that any customer enquiries or concerns can be dealt with at source.
  • To ensure where appropriate, that marketing campaigns are followed regarding product and /or price promotions.
  • To escalate problems and issues arising to the Manager or functional manager in an appropriate and timely manner.
  • To develop and maintain a good working relationship with both internal and external customers and colleagues. This is likely to include occasional visits to customers.
  • To promote team-working, work as a member of the team. To continuously develop and maintain knowledge, understanding and awareness of company products, processes, policies and procedures.
  • To ensure company policies and procedures are understood and adhered to.
  • To log all Customer, Partner and Wholesaler Technical enquiries, within SLA, onto company systems in-line with the company Technical support process.
  • Monitor and action enquires that come into the team email Inbox.
  • Provide effective & accurate product troubleshooting advice to customers.
  • To understand and use the systems used in logging all enquiries and patient contact.
  • To understand and use correct case handling procedures for internal and GSS escalation (escalation for Global analysis).
  • To ensure full knowledge of company complaint and escalation procedure and ensure ongoing knowledge of any updates to the procedure.
  • To keep yourself up to date with technical bulletins, system & product modifications, software updates, manuals and other technical information provided directly or via your Team Leader.
  • Follow returns procedure for replacements covered under warranty (at no time will you be handling any potentially contaminated products).

Requirements

  • Have a minimum of 2 years' experience in a customer service role
  • Excellent communication and interpersonal skills
  • Excellent organisation skills
  • Ideally have an office type set up at home - desirable

For more information please contact Jamie Watson at Clearline Recruitment.

Company

Clearline Recruitment; a full-service recruitment consultancy specialising in Commercial Recruitment across Brighton, Hove, Crawley, Worthing, Eastbourne, Hastings, Horsham, Bexhill and the wider Sussex areas.

Clearline Recruitment offers high calibre advice on best practice recruitment‚ job descriptions‚ interview techniques, candidate support and specialist head hunting. Our team has built a strong reputation for recruiting in-demand talent for organisations of all sizes.

Company info
Telephone
01273 063769
Location
Fourth Floor
132 Queens Rd
Brighton
BN1 3WB
GB

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