Address
Form of work
SalaryLocation: Hounslow, TW4 area
Working hours Monday - Friday (Apply online only) Min of 6-12 months Acts as customer facing front end to all CUSTOMER SERVICE processes (Front office tasks & actions)
Manages ad-hoc & on demand customer engagement
Reviews, accepts and processes customer bookings (in line with station process & digital solutions)
Assisting customers with existing quotation/tariff queries.
Handles customer requests with regard to various topics (engages with additional stakeholders where required)
Takes and handles any customer complaints; providing resolution where possible or delegates tasks to relevant functions whilst retaining overall responsibility until resolution is confirmed (service recovery).
Performs up - and cross-selling on inbound customer calls where appropriate.
Passes on leads to BD (new lanes / business opportunities / increase share of wallet)
First point of contact for customers that require guidance in the initiation of a formal claim against CEVA.
Support BD, Operations and Product as required.
Develop customer relationships and ensure that CUSTOMER SERVICE levels within the station are maintained
Implementation of new business, supporting customers & colleagues, by providing guidance on the various processes that may be applicable using local knowledge.
Proactive communication of required amendments to SOPs/Work instructions.
Generating and distributing customer specific reports in line with agreed requirements & KPI's.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.
