Customer Service Executive - Hindon, United Kingdom - Asahi Europe & International

Asahi Europe & International

Verified Company

Hindon, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Service Executive

Necar Imports (Asahi UK) are looking for a
Customer Service Executive to join our wonderful team in
Hindon, Wiltshire.

The Customer Service Executive will be responsible for answering customer calls in a timely and efficient manner, minimising the number of abandoned calls where possible.

Processing orders inline with company procedure. Delivering excellent customer services to Nectar's internal and external customers at all times.

Key Accountabilities
The Customer Service Executive is responsible for the following key outputs and accountabilities:
Call Handling

Answer customer calls in a timely and effective manner, maintaining a polite and professional manner at all times, ensuring a high standard of call handling for both inbound and outbound calls
Orders are completed to schedule and all orders gathered accurately and on time
Take ownership of enquiries and effectively handle any customer issues to ensure there is a suitable resolution for the customer, feeding back within the business to the appropriate teams
Handle all consumer complaints with the aim of enhancing Nectar's reputation by delivering a world class response / solution
Ensure the positive customer experience is monitored through introduction and customer care calls
Effectively set and handle call logs to ensure customers are prompted for processing orders if not already received
Ensure all prospect information captured is logged completely, accurately and passed to Sales Support
Make customers aware of the online ordering facility as appropriate and advise them on how to set this up

Order Processing

Ensure all special / preorders are routed for delivery as soon as they are available in the warehouse
Process daily stock shortages, deallocating them on orders and ensuring customers are notified prior to expected delivery day

Upselling

Process orders and enquiries effectively, utilising internal systems and offers to assist in upselling and maximising sales within a telephone call
Offer alternative items where we cannot meet the needs of the customer
Achieve additional sales with existing customers by selling in new products and categories in conjunction with available offers
Continually develop product knowledge using the information available on the website, brochures, mailshots and other available sources

Other

Maintain regular contact with IFTAMS to ensure the communication of any information gained from customers. Develop and own the account retention and lost accounts process, ensuring we have early warning of customers intending to leave and taking action to retain. For any lost accounts, ensure we understand the root cause and report to BDMs as appropriate.

Experience Required

Experience working within a customer service role either facetoface or via telephone
Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems

Key Attributes of the Successful Person

Strong communication skills both internally and externally
First rate Customer Services skills
Excellent attention to detail and data entry skills
Competent use of Microsoft office packages including Outlook, Word and Excel
GCSE grade 4 or above in English and Maths (or equivalent)
Must have own motorised transport due to rural location

We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs.

We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.