Customer Services Executive - Polish Speaking

Are you bilingual in both English and Polish? Are you a Customer Services Executive looking to increase your skill-set?

Due to growth, diversification and expansion in the scope of our operations, we’re looking for a Customer Services Executive to provide a helpful, friendly and professional service to our Delivery customers.

For the ILG Delivery Team no two days are ever the same. The team are responsible for handling delivery queries for approximately 500 clients, all with unique requirements, and deal with high volumes of calls and emails each day. A number of ILG clients are moving some of their operation to ILG in Poland, and you will be responsible for dealing with all delivery related queries for these clients and the shipments from our Poland warehouse, as well as their shipments sent from the UK. The role will often require thinking outside the box and problem solving to find the best solution for our customers.

The Benefits

• Salary of £20,808 to £24,970 dependant on experience
• Pension, life assurance
• 22 days’ holiday, pro rata
• Staff member of the month awards
• A dedicated platform for learning and development

Your Role

As a Delivery Account Executive, you will provide front line telephone and email support to ILG Clients on all aspects of their delivery requirements. This is a varied role in a busy department, and our Delivery Account Executives are responsible for providing a high level of customer service and understanding our clients’ needs. You will be based in our UK Head Office in East Grinstead, supporting clients with their shipments sent out from both our UK and Poland warehouses.

• Take full ownership of queries from the point of first contact through to resolution, using the appropriate escalation channels where appropriate
• Responsible for communicating any issues/information that may impact the delivery of service
• Carry out thorough investigations and accurately process claims and credit notes where necessary
• Liaise with colleagues across the business and our carrier partners to identify and resolve problems Ensure all customer correspondence is correctly noted on in house systems
• Operate front line telephone and email support to customers
• Book and track 3rd party collections, imports and pallet shipments
• Provide proactive exception management, keeping the customer fully informed of any issues affecting their delivery
• Ensure that all queries are actioned in line with client SLA and Standard Operating Procedures
• Assist customers with troubleshooting online booking errors

About You

To join the team, you’ll need:

• Fluent in both English and Polish languages, written and verbal
• Confident telephone manner
• MS Office skills, particularly Excel & Outlook
• Proven track record of managing large volumes of queries, both inbound and outbound
• A methodical and organised approach to work, particularly in relation to email management
• Good standard of written and verbal communications to provide a high standard of service
• Good interpersonal skills to build relationships with clients
• Ability to deal with client complaints professionally and efficiently
• The ability to complete work that requires a high level of accuracy
• Previous client servicing experience, working to deadlines and SLA commitments
• Proven record of taking full ownership of workload through to completion
• Previous knowledge and experience of logistics (desirable)