Hozzászólva: Ügyfélszolgálat/Call Center itt Durham | Posted: |
Responsibilities:
* Log and manage all telephone and email inquiries and complaints efficiently throughout the case lifecycle, ensuring adherence to service level agreements (SLAs) and following call flow and escalation procedures.
* Process customer orders accurately and promptly to meet export, warehouse, and delivery deadlines.
* Assist customers in making purchasing decisions by providing relevant information and guidance.
* Offer a focused and timely quotation service, including providing discounts and handling special requests.
* Support and investigate all aftersales activities, including proof of delivery (POD), invoice discrepancies, warranty claims, and damages resolution.
* Provide technical support for all product ranges to ensure customer satisfaction.
* Identify opportunities to improve the customer experience and implement appropriate measures.
* Adhere to all data protection regulations to ensure confidentiality and security of customer information.
* Maintain flexibility to ensure uninterrupted customer service levels at all times.
Experience:
* Very strong communication skills and the ability to deal with both internal and external customers
* Good team player who can also work well independently
* Good telephone skills
* Strong organisational skills
* Knowledge of CRM systems e.g. Microsoft Dynamics (desirable but not essential)
* Proactive and professional
* Self-motivated with a positive approach to work
* Committed to providing the highest levels of customer service at all times
* Flexible with a ‘can do’ attitude
* Good IT skills
* Ability to handle multiple priorities and meet deadlines
* Ability to think outside the box and resolve issues
* Able to work well under pressure and react well to unexpected issues
* Works on own initiative
* Personable and polite
* Excellent time management skills