Customer Care Executive

Customer Care Executive

Denmead

37.5 hours per week

General Summary of Role:

Core Responsibilities:

Customer Care The post holder will be able to professionally support the Customer Care Function, promoting a customer first culture.

As a Customer Care Executive, you will be the first point of contact for customers placing orders. The role entails providing excellence in customer service to customers, processing and maintaining customer requirements in company systems, and coordinating with Planning and Operations teams to monitor the fulfilment of customer orders.

Sales Order Entry & Management

• Validate and accurately process global customer orders on the company’s ERP systems within SLA bound response times.

• Work closely with the Operations and Planning teams on order progress, and maintain the status of orders on the ERP systems accordingly.

• Communicate with the customer to regularly update on progress of orders, enquiries, and any customer concerns that they have – being the voice of the customer for order requirements back into the site.

• Maintain and report Customer Care department KPI’s as required – driving for continuous improvement.

• Handle internal and external customer enquiries through to resolution, responding to all communications in a professional, courteous, and timely manner.

Support and Complaints Handling

• Log internal and external support calls on the company’s system within SLA bound response times - assign the calls to the relevant support team.

• Creation of Weekly/Monthly Customer Reports

• Logging of customer complaints, coordinating through to resolution, and reporting of complaints performance data.

Operational Support

• Maintain and manage database of customer SIM data usage in coordination with customers and internal stakeholders.

Additional Support and Administration

• Reception duties including greeting visitors, organising and ordering refreshments.

Requirements

Experience and Work Achievements

• Telephone experience coupled with an effective telephone manner and the ability to handle difficult customers in a sympathetic manner.

• Experience of working under pressure in a fast-moving, busy office

• Experience of working to pre-set targets and deadlines.

• Experience of working as a team player who is able to work on their own initiative and as part of a small, dedicated team.

• Excellent written and verbal communication skills.

• Strong ability in a Customer Service Support role.

• Determining priorities, setting targets and monitoring performance within a high-volume working environment.

• Effectiveness in time management and the organisation of staff.

Skills and Abilities

• Strong Customer Service Skills and in possession of excellent relationship management techniques

• Strong IT skills able to operate a number of CRM/Software packages.

• Microsoft Office Intermediate- Word, Outlook, Excel, PowerPoint.

• Excellent organisational, planning, prioritising, and time management skills.

• Ability to work quickly and efficiently while maintaining accuracy and attention to detail.

• Ability to identify and deliver the needs of customers.

Personal Attributes

• Good work ethic, commitment to role with a can-do-will-do approach

• Team player – working across functions, comfortable working with different parts of the organisation.

• Be resilient and empathetic.

• Self-confident, self-motivated, and enthusiastic

• Creative and innovative

• Flexible and adaptable, willingness to learn

Knowledge and Educational Achievements

• Business Administration Level 2 or equivalent demonstrated experience

• Proficient with Microsoft Office applications (including Outlook, Word, Excel, Publisher, PowerPoint and Visio).