Customer Service Representative

Help us progress human progress through knowledge! As a Customer Service Representative you will aid in our mission by...

• Taking ownership of customer queries received via phone, email, live chat and in person through to resolution in line with policies/procedures, KPI's and Customer First training best practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Take responsibility for the processing of invoices and quotes, working precisely and carefully.Respondingappropriately and efficiently to queries, problems and special requests from customers, accelerating these to team leaders and managers where appropriate.
• Resolving product or service problems/queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
• On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
• Managing day-to-day business processes, liaising with other departments where appropriate.
• Suggesting amendments to Standard Operating Procedures (SOP).
• Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
• Providing support to team members.
• Active participation in meetings, expressing your viewpoint but also recognising and listening to others.
• Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
• Using Salesforce to manage customer contacts and workflow in line with the SOP.
• Using SAP/Salesforce to manage orders/invoicing.
• You achieve personal objectives and, work to agreed KPI's and targets including quality assurance.

This role will be mainly home based, with 1 day per week being office based from our office in either Milton Park or Colchester.

You must have the right to live and work in the UK.

Closing Date: Applications will close on 22nd March 2024. Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. Weencourage you to apply at the earliest opportunity.

Qualifications

What we are looking for:

• Previous office based Customer Service experience, including evidence of success managingcustomer queries received via phone, email, live chat and in person through to resolution
• Experience of success working to KPI's/SLA's.
• Excellent problem solving and initiative skills driven by a desire to reach a satisfactory outcome for the customer
• Experience of Microsoft Office and proven ability to acquire technical and systems knowledge.
• A good standard of Education including English and Maths.
• Experience of using a CRM system would be ideal.

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