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Customer Service Assistant

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Customer Service Assistant

Sector: Call Centre & Customer Service

Location: Berkshire

Type: Permanent / Full Time

Pay rate: £22,000 - £24000

Customer Service Assistant
Newbury town centre
Office based Monday to Friday, 08:30 - 16:30 Monday to Friday
 
25 days holiday
KPI bonus scheme
Private Healthcare – Vitality
Death in Service x 4
Free eye test
Salary sacrifice pension scheme
Free tool on completion of probation
Tool loan system
Free parking
Town Centre access
Snack and drinks
 
Role, Objectives and Scope
 
Customer Service Assistant ensures that the Customer requirements are being satisfied timely and effectively under the guidance of the Customer Service Manager. Complies with the terms of agreed service level agreements and company guidelines ensuring that the customers experience is a positive one. 
Pro-actively maintains communications though the whole end to end process.
 
Key Responsibilities:
 
To provide end to end customer service requirements and manage their expectations timely, accurately and consistently.
  • Assisting Manager with Customer Onboarding Services
  • Process Orders accurately and timely between Positec and 3PL and within the terms of any agreed SLA and attach copy to customer order within company systems
  • RMA Report
  • Liaise with 3PL to ensure prompt/timely delivery of orders, collect POD within 48 hrs of delivery and attach to customers order within company systems
  • Communicating with customers by email, letter and face to face.
  • Liaise with Sales for accurate customer pricing, discounts and update on system
  • Log and resolve customer queries and complaints, keeping Manager informed of progress or need for escalation
  • Keeping detailed and accurate records of all correspondence with customers
  • Update & maintain key customer information with AO and other supporting systems
  • Assisting with the preparation of daily, weekly, monthly reports as advised by CSM
  • Adhering to Company and Customer Services procedures, processes and standards
  • Learning about Positec’s products and keeping up to date with changes
  • Cross Training/Back up with SS and PASS roles  
Adhoc
Supporting UK team & participating in projects where skill set & or time permits with guidance from CSM. Participating in system upgrades and/or implementation of new systems in conjunction with HQ requirements or direction

Personal Attributes:
 
  • Min 2 years Customer service experience
  • Attention to detail
  • Intermediate/Advanced level of Microsoft Excel
  • Highly developed problem-solving skills
  • Friendly outgoing personality with a good sense of humour
  • Good team player and remains calm under pressure
  • Well organised but flexible in light of changing priorities, understands and meets deadlines. E.g. Will work extended hours if necessary
     

This is an immediate requirement, so if you are interested in the position – or even finding out more information
– please do not hesitate to APPLY today!

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