Customer Service Operator - Bradford, United Kingdom - Xcel Recruitment

Xcel Recruitment
Xcel Recruitment
Verified Company
Bradford, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Ref:
KG-2352


Location:
Bradford


Salary:
£26-30k


Main Duties:


  • Maintaining a positive, empathetic, and professional attitude toward customers at all times. Ensuring customer satisfaction and providing professional customer support.
  • Possess good organisation skills with top level accuracy, exercise great attention to detail
  • Responding promptly to customer enquiries through various channels
  • Responsible for overseeing the daytoday account activities of the company's customers. Relaying delays in a timely manner and the reason for this.
  • Generating rates when required, ensuring rates are accurate and all additional charges are included. Where a client is asking for a rate outside of their tariff, provide a quotation and advise respective persons of new lane / new business potential
  • Processing orders and arranging for goods to be brought into the depot in the most costeffective way
  • Acknowledging and resolving customer complaints.
  • Knowing the products and services inside and out so that you can answer questions and upsell where possible
  • Demonstrating and advising clients on the customs processes, understanding broker requirements, being able to onboard clients that do not have their own broker with their own brokers where required
  • Understand the customs requirements for invoices, packing lists, recognising commodity codes that require additional certification requirements and ensure they are up to customs standards in the relevant countries.
  • Tasks must be performed within stipulated period of time as failure to do so can dent the company's image in the view of the client.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Communicating and coordinating with colleagues in various departments as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • The role involves acting as the key support between the company and our customer.
  • Support in retention and growth of key accounts
  • Dealing with agent enquiries for additional information
  • Completing KPI reports for our clients
  • Providing all required POD's in a timely manner
  • Ensuring customer portals are up to date, data is accurate and freight rates are complete
  • Alerting Supervisors / Managers if shipment numbers increase or decrease or market habits alter
  • A team attitude is expected, try to assist team members where possible when your tasks are complete
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