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Customer Service Representative

  • Job type: Permanent
  • Job reference: : BBBH127012
  • Location: England, Essex, Basildon
  • Sector: Corporate, Administration, Utilities
  • Salary: Negotiable
  • Date posted: 30/05/2018
Customer Service Representative

Basildon, Essex

Up to 10 per hour

The job requires excellent communication skills, both written and verbal. The role demands an exceptional customer focused and professional approach that must be consistent to both internal and external customers.

Job Scope & Responsibilities

This position functions as the primary contact for customers. It is also the primary function for order processing / dispute management.

CSRs are responsible for ensuring customer satisfaction, by working as the primary communication link between the customer and internal departments.

The role will include, but not be limited to, the following duties: -

*Answering inbound calls using ACD system (Avaya)
*Facilitating reporting by correct use of AUX Work code and Call Work codes
*Verbal Order Processing
*Verbal enquiries and complaints
*Processing orders using Esker Document Management and SAP software
*Liaison with Finance and Commercial Support
*Order amendments and cancelations
*Order progressing
*Order rejections
*Checking/Quality audit
*Raising of PPRs (inhouse complaints system
*Manage customer emails via outlook & Salesforce.com
*Respond within timely manner (less then 24hrs)
*Confident on managing & responding to high volume of daily emails
*Be able to compile a clear & concise email to both internal and external customers
*Full ownership of customers orders from enquiries to orders being placed and if needed disputes being logged and managed.
*Proactive approach to managing a constantly changing work load
*Feeding back to area leader of orders that have potential not to be shipped in a set month.

KPI's and SLA's:

* 98% of all calls answered
* 73% availability
* 99.8% order entry accuracy
* 100% of orders entered received before 16:00

Personal Specification

* Team player, able to take responsibility and accountability for own and team targets
* Excellent communication skills
* IT Literate
* Strong Microsoft Office (Excel, Word) skills
* SAP and Esker Documents Software desirable but not essential

To discuss this further please contact kirk on kirk.davison@spencer-ogden.com

For more information about this role please contact our Manchester office