Senior Customer Service Representative

Job Description

Key Responsibilities:

1. Customer Support and Issue Resolution:
1. Handle Escalated Issues: Deal with complex or escalated customer issues that require higher expertise, often acting as a point of escalation for front-line customer service staff.
2. Problem Resolution: Investigate and resolve customer complaints or issues, ensuring timely and effective solutions.
3. Provide Support to Customers: Answer customer queries via multiple channels (phone, email, chat, etc.), ensuring satisfaction and addressing their needs efficiently.
2. Administrative and Operational Support:
1. Data Entry and Management: Update customer records, process orders, and maintain accurate databases for customer interactions and transactions.
2. Documentation: Prepare reports on customer service activities, track customer inquiries, complaints, and resolutions, and document internal procedures.
3. Process Improvement and Efficiency:
1. Identify Operational Issues: Highlight areas where customer service processes can be improved and suggest solutions to increase efficiency or improve the customer experience.
2. Standard Operating Procedures (SOPs): Contribute to the development and maintenance of SOPs to ensure consistency and quality in customer service delivery.
3. Monitor Service Levels: Track and analyse key customer service metrics (such as response time, resolution time, and satisfaction scores), and help implement improvements where necessary.
4. Customer Relationship Management:
1. Customer Communication: Follow up with customers after service interactions to ensure satisfaction and to gather feedback on their experience.
2. Retention Strategies: Assist in identifying potential customer retention opportunities or loyalty programs based on customer feedback or complaints.
3. Product or Service Knowledge: Maintain deep knowledge of the company’s products, services, and policies to provide accurate and efficient support.
5. Team Support and Training:
1. Training Assistance: Help with onboarding new team members, assist in training sessions, and share knowledge to ensure all team members are up to date with the latest product information and customer service protocols.
2. Performance Monitoring: Help senior managers monitor team performance, provide feedback, and suggest areas for improvement.
6. Reporting and Analysis:
1. Reporting: Prepare and analyse reports on customer service performance, key metrics, and team achievements. This may involve using customer service management software or CRM tools.
2. Feedback Analysis: Compile customer feedback and pass it along to management to help improve product offerings, services, or customer experience.
7. Collaboration with Other Departments:
1. Cross-Departmental Communication: Work closely with other departments like sales, marketing, and product teams to ensure customers’ needs are addressed and to relay important customer feedback.
2. Resolve Systemic Issues: Identify recurring issues across customer service inquiries and collaborate with teams to resolve underlying problems.
8. Reception Cover: Will also be required rotating between other members of the team.

Skills and Qualifications:

1. Customer Service Expertise: A solid background in customer service, often with 3-5 years of experience, including handling customer complaints and solving problems efficiently.
2. Communication Skills: Excellent verbal and written communication skills for interacting with customers, team members, and management.
3. Organizational Skills: Strong administrative and organizational abilities, particularly in data management, scheduling, and report preparation.
4. Attention to Detail: High attention to detail to ensure accurate record-keeping and high-quality customer service delivery.
5. Problem-Solving: The ability to quickly understand customer issues and offer effective solutions.
6. Teamwork & Collaboration: Ability to work well with others in a team environment, providing mentorship, support, and assistance where needed.
7. Technical Proficiency: Proficiency with customer service tools, CRM systems, and Microsoft Office tools (Excel, Word, etc.).
8. Time Management: The ability to juggle multiple tasks, prioritize workload, and meet deadlines.

Qualifications: GCSE grade 5 or equivalent qualification in Maths and English.

Desirable:

1. Experience in the food industry.
2. Experience of managing and delivering change.