Customer Service Executive - Birmingham, United Kingdom - Euro Packaging UK ltd

Euro Packaging UK ltd

Verified Company

Birmingham, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

EP Group
EP Group is an award winning global packaging manufacturer with production facilities across Europe and South East Asia.

We specialise in a range of paper and plastic based packaging products selling to many of the world's largest retailers.

Customer Service Executive - Helpdesk

Contract:12 months FTC

Salary:
£23,000

Location:
Office Based / Onsite

Role purpose

You will work as part of a small team of Customer Service Executives answering calls and enquiries for a major UK retailer.

You will be the first point of contact for the customers' stores and Head Office staff, help 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.

Key accountabilities:

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

Essential Experience / Special requirements:

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.