Customer Care Specialist

Adecco are proud to be working with a very well established multi-national business in Redditch who have a prestigious history and are looking for an outstanding Customer Care enthusiast to join their friendly team. This is a phenomenal opportunity for anyone looking to further develop their skills and career within customer service. Being great advocates of employee development, this role has become available due to an internal promotion.

The Role
The position of Customer Care Specialist is crucial to the smooth running of the business. Interacting directly with customers at all stages of the business relationship, the variety of the tasks performed can make or break the relationship with our customer.
The Customer Care Specialist is the first contact with the customer. You will monitor and steer case handling, putting the customer at the top of every decision. The objective of this position is to provide world class customer service from the point of initial contact through request completion. The Customer Care Specialist is at the top of the customer service chain and the voice of their impressive customer base.

About you
As well as all the usual attributes we expect from you including being aligned with our customer service culture and adhering to our company policies and procedures, we need someone who is genuinely passionate about delivering excellent customer service and who has a flexible attitude to getting things done, whilst always demonstrating the company values.
Use of automated CRM and ERP systems would be advantageous, including use of IT packages such as Microsoft Office, SAP and Salesforce.
As this is a role where relationships are key you will be adept at working directly with customers and able to maintain positive relationships in a sometimes-challenging environment.
This is a full-time position with a typical working week of Monday-Friday and may occasionally require additional extended or weekend hours due to the needs of the company and customers.
The incumbent of the role will have the following critical skills and personal attributes: -

• Excellent analytical skills


• Problem identification / solution provider


• Systems knowledge / computer skills / database management


• Integrity / trust


• Promotes quality and value


• Process knowledge


• Excellent verbal and written communication skills


• Positive Attitude


• Time management


• Continuous improvement understanding

Typical duties include:

• Create notifications to ensure the customer enquiry is dealt with efficiently.


• Answer and register incoming parts and service requests by phone, email and web portal.


• Prepare and track spare parts quotations and process orders.


• Manage orders and inform customers of expected deliveries and potential delays.


• Follow up opportunities and quotations.


• Identify and involve Technical Service Support and Subject Matter Experts.


• Record customer feedback and non-conformance using the relevant process.


• Elevate unresolved concerns using the relevant escalation procedures or to Department Head


• Close notifications once all tasks and objects are complete.


• Measure customer satisfaction.

Benefits

• Company pension


• Health-care plan


• On-site parking


• Loyalty bonus


• Performance bonus

Monday to Friday

35 hours per week

up to £25,000 depending on experience

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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