Customer Service Administrator
Normanton
Job Purpose
In this important role within the Company, you will provide high level administration support and co-ordination to the Customer Experience team. You will strive to ensure that all administrative tasks are completed in a timely and efficient manner. With a keen eye for detail, you will understand the need to provide a seamless service to our customers in all areas of the Company’s business activity.
Responsibilities
Teamwork:
• Work closely with members of the Customer Experience and Sales teams to ensure an efficient and professional service
• Support and assist colleagues through sharing of knowledge
• Work flexibly, helping with reasonable ad hoc duties as required
Positivity:
• Demonstrate the Company Values in everything you do
• Respect all colleagues and customers, being polite and courteous at all times
• Demonstrate a "can-do" attitude, striving to support colleagues in the best way possible
Ownership:
• Act as initial point of contact for department emails, monitoring, coordinating and administering the central admin email account
• Support colleagues in the Customer Experience and Sales teams to ensure that customer issues are kept to a minimum, and where they do occur, that they are resolved quickly and with a positive outcome
• Carry out administrative tasks triggered by customer enquiries, working with care and efficiency at all times
• Respond to all phone calls and e-mails effectively and professionally
• Ensure all customer contact is recorded on the customer’s record, and any follow-up actions are completed in a timely manner
• Communicate confidently and effectively during dealings with customers
• Conduct quality checks in line with departmental procedures
• Carry out the administration duties associated with machine off-hires
• Effectively co-ordinate machine breakdown support
• Liaise with customers to book appointments
• Co-ordinate and administer the capital sales process
• Report any opportunities and threats to the Customer Experience Executive or Head of Customer Service, escalating concerns and suggestions for improvement
• Proactively seek new ways of ensuring the highest levels of customer service
Skills Required
• Excellent time management, administration and organisational skills
• A confident communicator with people at any level within an organisation
• Good written and verbal communication skills with a friendly telephone manner
• Self-motivated with an ability to work autonomously and take responsibility
• Impeccable attention to detail
• Ability to meet deadlines
• The ability to make commercially viable decisions
• A flexible approach, with a positive and confident outlook and a willingness and ability to react positively to changing business demand