| Description: | For: Customer Service Representative
Huntingdon
£18,000 - £22,000 p.a.
VR/05200
eyer Scott Ref: VR/04984Job purpose The Customer Representative works within a team dedicated to the success of our customers and is committed to proactively and enthusiastically impressing our customers at every interaction.
Duties:
● Accepts and replies to customer enquiries via phone, email or chat; and follows up on customer issues not immediately resolved.
● Creates and maintains clear and accurate written documentation within Salesforce.com.
● Upload files and build documents and place orders on the Website per customer product specification.
● Educates customers on product functionality and value to increase the level of satisfaction and success customers have.
● Sets priorities and makes competent decisions based on the data at hand and be able to process the multiple aspects of issues and come to a resolution.
● Has the ability to be self-managed to complete the task at hand and proactively pursue other work as tasks are completed.
● Uses effective interpersonal skills-Establishes good relationships by helping customers feel valued, appreciated, and shows concern and empathy for their benefit.
● Clearly understands and communicates information effectively. Adjusting to the audience by acknowledging, restating and painting a picture that goes beyond the customer need.
● Considers how actions or plans will affect customers; responds quickly to meet customer needs, resolve problems and avoids over commitments.
● Works with internal groups to triage and resolve customer inquiries.
● Identifying new product and service applications based on customer’s needs.
Person Spec
● University degree in a related field preferred.
● 2+ year’s previous experience in a customer success driven organization.
● Must be able to read, write and speak excellent English and have the ability to communicate in a pleasant manner with internal personnel and customers. Proficient in the use of software systems (Salesforce) and working knowledge of the Microsoft Office suite and Adobe Acrobat Professional. Basic knowledge of FTP, HTTP, HTTPS, SSL; internet browsers and ISPs; proxy servers and firewalls etc.
● Must be able to work flexible shifts.
● Must be able to “bounce back” after a difficult customer interaction and to remain emotionally neutral.
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