Customer Service Representative (Temporary Maternity Cover)

Customer Service Representative (Temporary Maternity Cover)

LOCATION: Dunmurry

EMPLOYMENT TYPE: Fixed Term

JOB DESCRIPTION

Customer Service Representative (Temporary Maternity Cover)

Job Family – Customer Service

This family is dedicated to supporting the customer before, during and after their purchase. They own and manage all in-bound and outbound reactive customer channels; they effectively turn enquiries into orders, in line with pricing policy and promotions. They are focused on delivering an exceptional customer journey, building successful customer relationships and communicating deep customer insight to commercial and sales teams

Job Summary

This role receives and processes customer quotes, orders, inquiries and complaints. It maintains an ongoing relationship with allocated customers and sales colleagues, using knowledge of products and services, availability, sales territories and individual customers to provide a key communications link for the customer. It applies analysis, judgment and sensitivity to customer needs and demonstrates a high-level of product, service and process knowledge

Duties and responsibilities

· Provides advanced product and service information and responds to complex customer questions about those products and services

· Records and processes quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required

· Makes calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acts as a first point of contact for resolving customer queries / complaints

· Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required

· Schedules follow-up actions and enters relevant information into the customer relationship management system after each customer contact to create a call plan and ensure that Survitec has quality data to enable effective customer retention and business development activities

· Interviews (or assist in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements. Makes full, appropriate and accurate notes, ensuring the customer records management system is updated in a timely manner