Customer Service Administrator

RELOcruitment are delighted to be working alongside an award-winning & Storage Firm. They provide professional removals and storage solutions all over the globe.

They are now looking for a Customer Service Admin to join their busy team based in Exeter.

The ideal candidate will have excellent communication skills and the ability to meet deadlines. Great Customer Service skills and administration experience.

Experience within Removals is not essential however it is beneficial.

Responsibilities:

• One point customer contact throughout the customer journey.
• Understanding the customers’ needs and improve the customer experience.
• Maximise sales opportunity.
• Ability to up sell products and services.
• Work to company and legal standards when processing documentation.
• To deal with all administrative enquiries in a professional and timely manner, ensuring all
• documentation is accurately checked before processing.
• Maintain excellent Customer Service and communication standards at all times work to KPI’s
• Ensuring targets are met.
• Take part in team meetings and briefings when planned.
• Ability to problem solve.
• To build and maintain effective working relationships within the team.
• Other duties as required.

KPI’s:

• Effective management of all incoming calls and enquiries.
• Accurate input on Navision.
• Increase in enquiry base.
• Conversion of enquiries to quotes.
• Adherence to the 3-call process.
• Cash management.
• Customer queries and complaints managed.
• Improvement to budgeted claims percentage.
• Branch use again score 95%.
• Branch service score of 8.7.

Skills, Knowledge & Experience:

• Consultative Skills - understanding customer requirements and competitive environment.
• Removals experience is not essential however it is beneficial.
• Customer Service Skills.
• Administration Experience.
• Selling skills and concepts - Influencing, listening, questioning, negotiating, and gaining commitment)
• Organised.
• Ability to work under pressure and deliver to deadlines.
• Flexible.
• Proactive.
• Approachable.