Customer Support Specialist - Dukinfield, United Kingdom - Kingdom Recruitment

Kingdom Recruitment
Kingdom Recruitment
Verified Company
Dukinfield, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

About You:

Our style and approach will reflect our values and behaviours; you will be committed to continually provide service excellence to our stakeholders, always aim to improve as we never stands still, work as one team in playing your part to get it right and create a positive environment as our people thrive.


About the Role:
We are looking for an experienced Customer Support Specialist to join our specialised Retail & Merchant team.

Possessing a passion for delivering exceptional customer service, our Customer Supoort Specialists are responsible for providing a first-class service to our Retail & Merchant customers.


The role will suit an individual who is experienced in working in a very fast-paced environment, with an ethos that the customers' needs are the main priority.


KEY RESPONSIBLITIES:


  • Responsible for dealing with key account customers complaints and queries through to resolution whilst adhering to SLAs
  • Make commercial decisions regarding the most costeffective course of action required for the resolution of customer issues
  • Establish and maintain professional and responsive relationships with customers to ensure total customer satisfaction while maintaining business standards and meeting all business objectives
  • Identify business opportunities and process improvements
  • Be methodical in ensuring that all contact with customers is recorded within our _Customer Relationship Management_ (CRM) system, and maintaining a business plan to drive activity and your other objectives
  • Liaising with all internal departments regarding customer service issues
  • Raising replacement orders for key account merchant / retail customers
  • Complete bespoke reporting requirements
  • Manage backorder and stock reallocation process
  • Adhere to department KPI/service requirements/SLAs
  • Review KPIs with the Channel Manager on a daily and monthly basis to ensure that the department is both meeting and exceeding targets
  • Appropriate utilisation of TKC transport and thirdparty carriage
  • Liaising with ASMs and other internal departments regarding customer service issues
  • Provide cover for other members of the customer support specialist team

WHAT WE'RE LOOKING FOR:


  • Possess a passion for customer service excellence, via all communication methods
  • Highly motivated to set and meet high performance standards based on excellence for the benefit of the customer, the individual, team members and internal customers.
  • Proven experience and ability to deal with conflict resolution
  • A strong work ethic and the ability to deliver under pressure
  • Selfmotivated with the ability to work on your own initiative and proactively selfmanage your own tasks
  • Experienced in developing and maintaining customer relationships
  • Must possess the ability to build customer repour and ensure customer engagements level are maximised
  • Flexible with a positive approach to new tasks and special projects and you will be a collaborative team player with outstanding customer focus and the drive and desire to provide a world class service.
  • Strong analytical and problemsolving skills
  • High energy team player with a sense of urgency to meet internal and external customer expectations.
  • Ability to multitask, prioritise a busy workload and use initiative.
  • Good time keeping and excellent attention to detail are key

EDUCATION / EXPERIENCE:


ESSENTIAL

  • Experience of working in a similar role
  • Previous experience of working in a customer service role within an office environment
  • Minimum of 5 GCSEs C or above including Maths and English
  • Proficient in MS Office (particularly Excel and Word)

DESIRABLE:


  • Experience of using Access Supply Chain
  • Knowledge of the KBB industry
  • Experience of using a CRM system
  • A 'Level/NVQ in Business studies or equivalent

Job Types:
Full-time, Permanent


Salary:
£23,000.00 per year


Benefits:


  • Casual dress
  • Onsite parking

Flexible Language Requirement:

  • English not required

Schedule:

  • 10 hour shift
  • 12 hour shift
  • 8 hour shift
  • Monday to Friday

Ability to commute/relocate:

  • Dukinfield: reliably commute or plan to relocate before starting work (required)

Education:


  • A-Level or equivalent (preferred)

Experience:

- customer service: 1 year (preferred)


Work Location:
One location

Application deadline: 27/03/2023


Reference ID:
KS/ML

Expected start date: 27/03/2023
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