Customer Support Coordinator

Posted on Dec 11, 2018 by Anonymous

Manchester, Lancashire United Kingdom
Call Center & Customer Service
Immediate Start
£18k - £20k Annual
Full-Time
Job purpose:
To take full ownership for delivering excellent Customer Service. Proactively informing our customers if there are any changes to their requirements and responding to calls and enquires within the agreed lead-time.

Key responsibilities:

* Ensure compliance of the client's Policies and Procedures

* Dealing with all incoming calls from both internal & external customers

* Respond to calls and enquires within the agreed lead-time via telephone, email and web chat

* To manage, resolve and log customer calls and emails including complaints

* Process customer claims / GRN within the system and update the customer

* Process credit requests

* To proactively inform customers of any changes to their requirements.

* Attend internal and external meetings when required

* Maintain the sales order book

* To review the calls that are logged and report any issues to the Customer Centric team

* Create daily reports

* To maintain all customer records.

* To be aware of the Health & Safety requirements, in accordance with guidelines as set out in the Health & Safety manual.

* Appraisals

* PDP'S

* Individuals and Team KPI'S and Objectives

* Customer KPI's

* Call response

* Email response

* Customer Perception

Required behaviours:

* Ownership

* Initiative

* Attention to Details

* Professional

* To work as an individual or as a team

* Self-Motivated

* Enthusiastic

* Maintain calm under pressure

* Well Mannered

* Flexibility to cover annual leave

Reference: 599254782

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