Senior Customer Service Specialist

We currently have an opportunity for a Senior Specialist in our Customer Services department.

You will work as an integral part of the department by providing outstanding customer service to our internal and external customers in accordance with Company practice and procedures.

Closing Date: Applications will close on Monday 8th July 2024.

Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity.

What you’ll be doing:

• Take ownership of customer queries received via various channels through to resolution in line with policies/procedures, KPI’s and Customer First training best practice. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact. Act as an escalation point to help resolve complex/challenging customer issues effectively, e.g. complaints and write detailed reports in your own subject area, with little or no managerial assistance.
• Take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner, responding appropriately and swiftly to queries, problems, and special requests from customers, Act as an escalation point for the team, accelerating these to team leaders and managers where appropriate.
• Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, and expediting corrections/adjustments. You strive to exceed customer expectations, have a proactive approach to query resolution, monitoring and continually improving customer service.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Manage day-to-day business processes, liaising with other departments where appropriate.
• Facilitate meetings and represent the department in stakeholder meetings, including delivering presentations.
• Create and update Standard Operating Procedures (SOP) or suggesting amendments to relevant teams.
• Your expertise allows you to give the customer more or better service than they expect and provide support to colleagues as well as identifying and instigating training. You maintain an advanced knowledge of department policies, processes, procedures, and systems with an established internal network to increase knowledge.
• You monitor workload, review capacity, prioritise work and proactively assist others with their workloads.
• You go above and beyond, acting as a role model and providing support, training and coaching to other members of the team. You inspire others to deliver excellent customer service and encourage others to participate/learn. You share knowledge/skills and available time beyond your team where needed.
• Play an active role in the achievement of department goals by assisting with all types of work across the department as needed. You collaborate within your team/ department to handle day-to-day priorities and department objectives, with little or no managerial input. You seek advice and take steps to remove obstacles that prevent the achievement of objectives.
• Proactively suggest and develop improvement ideas, driving forward the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs. Identify opportunities to work in partnership with others to develop new ideas or projects. · Use SAP/Salesforce to manage customer contacts, orders, invoices, and workflow in line with best practice.
• Work to agreed KPIs and targets including quality assurance.
• You achieve personal objectives and, work to agreed KPIs and targets including quality assurance.

In addition to the above, this role will be expected to help on projects and workload as determined by business needs and the Manager.

Requirements

What we're looking for:

• Experience of Microsoft Office, including advanced knowledge of Excel.
• Previous Customer Service experience across a wide breadth of customer service tasks.
• Experience of working to KPI’s/SLA’s and encouraging others to.
• A good standard of Education including English and Maths.
• Understanding of the role of related departments with a range of contacts outside and within Customer Service.
• Advanced knowledge of SAP, Salesforce, and other CS systems. You are a super user and test new functionality.
• A solid grasp of process and product-related issues and can effectively answer all customer questions without difficulty.
• Experience of managing projects.