Customer Service Specialist

We are looking for a qualified Sales Support/Customer Service Specialist to join a busy family run SME business based in South Cambridge. You will provide support to sales representatives and respond to customer and prospect queries. Our ideal candidate is an experienced professional with knowledge of sales and Customer Service best practices. You should also be able to interpret sales metrics and be goal-oriented. We expect you to perform well in a team environment and have exceptional people skills. Ultimately, you should be able to contribute to creating and maintaining good customer relationships and ensuring smooth sales team operations.

Responsibilities

• Manage large amounts of incoming calls
• Keep records of customer interactions, process customer accounts and file documents
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Provide troubleshooting assistance for customer orders, account statuses and relevant problems
• Provide data and guides to help the sales team
• Develop and monitor performance indicators
• Manage sales tracking tools and report on important information
• Review pending orders and specific customers requests to ensure excellent Customer Service and customer experience
• Suggest sales process improvements

Requirements

• Proven experience in a Customer Service/sales support role
• Strong phone contact handling skills and active listening
• Hands on experience with ERP and CRM systems
• Proficiency with MS Office Suite, particularly MS Excel
• In-depth understanding of sales principles and Customer Service practices
• Excellent communication skills
• Analytical and multitasking skills with great initiative
• Teamwork and motivational skills

Benefits

• Salary: £25,000 - £28,000 (DOE)
• Company performance related bonus
• Clear progression opportunities