Customer Service Executive

An amazing opportunity has arisen for a Customer Service Executive working within our client supplying distinctive and luxury bathroom products. This role is based at their facility in Dartford. This is a full-time role, working 8.30am to 5.30 pm Monday to Friday, working a 40-hour week. This role starts at £20,000 per Annum with further training the pay could rise to £22,000. This role also offers 21 day's holidays plus Bank Holidays and pension scheme enrolment.

Brief summary of duties:

Consistently provide high levels of customer service and technical support to a range of customers via fax, email and telephone including order placing, data input for our retailers, effective complaint resolution and other customer service and technical related issues. Proactively keeping our customers informed of any issues and ensure these are rectified where possible to the customer's satisfaction. Working with a comprehensive and thorough understanding of process and procedure.

Responsibilities

• Help drive improvements to the customer experience ensuring the customer is at the heart of everything we do.
• Identifying opportunities, implementing solutions continually improve the customer experience
• Managing relationships with internal stakeholders (Sales, Operations, Returns, Marketing & Finance) to help improve the overall customer experience.
• Build effective long-term relationships with our customers by demonstrating empathy, understanding, expertise and commitment.
• Accurate and timely input of customer orders via SAGE CRM system
• Management of time to ensure high level of productivity and order throughout
• Understanding of processes and procedures to minimise input error and ensure good customer service is given
• Build effective and lasting customer relationships through the provision of high levels of service delivery, problem resolution and the empathetic management of customer expectations
• Proactively monitor the wall board and contribute to team activity to ensure all calls are answered promptly
• Liaise directly with customers on the phone assisting with plumbing and fitting issues.
• Develop high levels of product knowledge in order to answer questions relating to our bathroom ranges
• Proactively, creatively and effectively manage customer complaints ensuring they are resolved in the most timely, cost effective and appropriate manner
• Any other duties consistent in nature with those outlined above
• Manage own workload and objectives, whilst also working as a team to ensure the achievement of the team and department objectives
• Ensure the timely processing of returns & credits so customer accounts are kept within payment terms
• Undertake a range of administrative duties

Skills and experience

• Minimum of 2 year's experience within a Customer Service environment
• Knowledge about Plumbing/ Bathrooms would be an advantage but not essential
• Excellent communication skills with confidence at communicating at all levels
• Ability to influence others to gain consensus on improving a process or service
• Self-motivated with a proactive approach and demonstrates a 'can do' attitude
• Ability to focus on solutions rather than problems
• Expresses passion and enthusiasm within the role
• Proven track record on delivering quality as a first priority
• Achievement & Drive
• Quick to adapt and learn new skills
• An ability to be able to understand technical drawings and instructions will be of benefit
• Good MS Office skills