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