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Account Support Executive - Birmingham, United Kingdom - Euro Packaging UK ltd

Euro Packaging UK ltd

Verified Company

Birmingham, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Euro Packaging has a great opportunity for an Account Support Executive International to join the team in our Birmingham office.

You will speak a foreign language French is essential and we would like preferably German.

You will work as part of a small team of Customer Service Executives answering calls across a number of Retail International customers.

You will work closely with our International Office based in France to resolve customer complaints, be confident at troubleshooting, as well as investigating any sort of customer related inquiries.

The target is to ensure we achieve excellent customer service standards, respond efficiently to customer inquiries, maintain high customer satisfaction and deliver an excellent customer experience.

You will need to build an effective internal network and work as a team to achieve operational account goals.

The role is office based and comprises of an 8 hour shift with half an hour for lunch.

Shift start times will vary to cover the helpdesk between 8.00am to 6.00pm, Monday to Friday (excluding bank holidays), however there may be an occasional requirement to attend meetings at customer sites.

The hours may vary according to the needs of the business.

Primary / Key Responsibilities

Office based point of contact
You will ensure all queries are accurately captured within the Query Management System
You will proactively contact customers for clarifications that will help resolve their query
You will work with your internal network to ensure you are able to provide your customer with an appropriate response within the agreed SLAs.

Continuous Business Improvement:

You will make proactive customer calls to elicit feedback on our service performance
You will proactively support change in processes / procedures to provide a better customer experience / greater efficiencies

Experience /Skills Required

Confident in liaising with internal and external customers.
Excellent communication and presentation skills.
Strong telephone manner and listening skills
Ability to multitask, prioritise, and manage time effectively
Accuracy first time and attention to detail
PC Literate, MS Office, competent Excel skills
Experience of SAP is an advantage
Familiarity with CRM systems and practices
Ability to think independently, assumes accountability.
Resilient ability to deal with pressurised situations and demanding customers
Proven customer support experience or experience as a client service representative
Track record of overachieving quota
Customer orientation and ability to adapt/respond to different types of personalities.