AddressTo provide effective Customer Service support for all Customers of CEWE Ltd.
Key responsibilities
1. Provide Customer service support for all Customers; this includes the following:
- Answering inbound telephone queries, analysing and resolving problems as efficiently as possible
- Making outgoing calls to customers and retail partners to troubleshoot issues relating to our equipment and service to maintain uptime of the CEWE Photostations.
- Dealing with customer emails relating to enquiries, ensuring responses are professional, grammatically correct and fully address the issues raised.
- Responding to live chats relating to enquiries, ensuring responses are professional, grammatically correct and fully address the issues raised.
- Dealing with returns, analysing issues and taking appropriate action in line with company policy and advising customers
- Ensuring customers/retail colleagues are kept informed at every stage and concerns are appropriately addressed and resolved.
2. Provide Administration support to ensure we maintain accurate stock levels:
- Booking of CEWE Photostation equipment into SAP, ensuring the accurate stock transfer of all unique ids.
- Booking of CEWE Photostation material from SAP..
- Liaising with the Field Services Team and Third party suppliers to ensure they have up to date information regarding their tasks and report on completion rates.
- Ensuring customers/retail colleagues are kept informed at every stage and concerns are appropriately addressed and resolved.
- Handle any questions, concerns or complaints from the store and raise with appropriate CEWE personnel if cannot answer
- Provide feedback from stores and experiences to the Customer Support Exec to enable proactive service improvements.
- Despatch of consumables to their required location.
3. Undertake additional training as required to develop and maintain knowledge expected of the role.
4. Effectively maintain, monitor and report relevant statistics as provided by Management team.
5. Attend team meetings as and when required and provide feedback useful for building the team and maintaining strong relationships.
6. Use internal systems to investigate and record actions, responding to tickets within 2 working days.
7. Undertake allocated admin tasks when briefed in the given time frames.
8. Meet all targets and objectives set for our Sales & Customer Support Agents.
9. Promote our excellent Service Plans to our customers to give them long term cover and solutions.
10. Support with the set up, maintenance & participation of the CEWE Webinar Programme, including implementation of the required tools and ongoing schedule to commmunicate details of our service for our customers.
Person specification
Essential:
· Outstanding Attention to detail
· Ability to multitask to a high level
· Customer Service Experience
· Intermediate knowledge of Microsoft Package/Internet/Email
· Advanced Excel Knowledge
· Outstanding communication skills
· Willingness to learn
· Ability to diagnose and troubleshoot issues
· Ability to listen, empathise and confidently respond to our customers.
We are looking for someone who is self-motivated, capable of working both individually and within a team, organised, and someone who has an excellent eye for detail.
Desirable:
· An interested in photography
· SAP Experience
Job Types: Full-time, Temporary contract, Fixed term contract, Temp to perm
Contract length: 18 months
Benefits:
- Additional leave
- Bereavement leave
- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Employee stock purchase plan
- Enhanced maternity leave
- Enhanced paternity leave
- Financial planning services
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Sabbatical
- Sick pay
- Store discount
Schedule:
- Monday to Friday
Education:
- A-Level or equivalent (preferred)
Experience:
- Customer Service: 1 year (preferred)
Work Location: Hybrid remote in Warwick, CV34 6RR
