Customer Service Administrator

The Business Connection; Chester; On-site; GBP 27,000 - 29,000; Full time

Job description

Our client is seeking a dynamic and motivated Customer Service Administrator to join our Customer Service Team, ensuring the highest standards of service are consistently met.

This is an exceptional opportunity for a Customer Service Administrator to join this global company within their prestigious, modern Chester office. There are several positions available with flexible working options.

Pay and Benefits

The hours of work options are:

1. Flexible working optional - 4 working days (longer days)
2. Standard 5 days - Monday - Friday on a rota basis - 8.30am - 4.30pm or 9.30am - 5.30pm
3. Flexible working - 3 days 8.00am - 6.00pm and 1 day 8.00am - 5.30pm days.
4. There may be a requirement for occasional weekend working

Salary: £27,000 - £29,000 depending on experience.

The Customer Service Administrator will be rewarded with a fantastic benefits package including, 26 days annual leave plus bank holidays, contributory pension scheme, life assurance, free onsite parking and more.

Key Responsibilities:

The successful candidate will:

1. Be the first point of contact for B2B customers
2. Provide level 1 support of handling all incoming interactions and escalating as per correct procedures
3. Handle high inbound call volumes whilst also maintaining interactions via live chat and case management
4. Accurately enter and maintain data in the CRM system
5. Understand and confidently discuss product portfolios across multiple brands with B2B customers
6. Work towards set KPIs and targets
7. Effectively handle complaints in line with regulatory requirements
8. Provide troubleshooting solutions to support customer queries
9. Assist and train customers on specific needs

Essential Experience:

The successful candidate will:

1. Be motivated and driven to offer outstanding customer experience in every customer interaction including inbound/outbound calls, emails, and live chat
2. A keen eye for attention to detail
3. Ability to multitask, updating cases in CRM during call handling
4. Capability to learn complex product portfolios
5. Experience of maintaining data in CRM to enable reporting and analysis of trends
6. Case management experience
7. Ability to manage own workloads and priorities
8. Experience of working in a call centre
9. Desire for continuous improvement of ways of working
10. Have an enthusiastic and positive can-do attitude
11. Not essential but previous experience of working with Salesforce is desirable

Unfortunately, due to time restrictions we cannot respond to every applicant. In the event that we haven't contacted you within 48 hours, please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds. We are acting on behalf of the client as an Employment Agency in relation to this vacancy.