Customer Service Apprentice

Recruiter
Confidential
Location
West Sussex
Salary
4.80 - 7.06 GBP Hourly
Posted
27 Apr 2021
Closes
25 May 2021
Start Date
Immediate
Duration
Permanent
Job Title: Customer Service Apprentice

Location: Hickstead , West Sussex (Car maybe required due to location - no public transport nearby)

Salary: GBP4.80-GBP7.06 per hour depending on experience

Full time, Monday to Friday 8am - 5pm and Monday to Friday 9am - 6pm (alternate each week)

Our client is an independent retail distribution service based in Hickstead. They are looking to recruit a customer service apprentice to support their entire customer base with a high level of customer care, taking ownership of all tasks, escalations and complaints in a timely fashion.

You will have excellent communication and negotiation skills coupled with through investigative and decision-making abilities. Attention to detail is required to ensure a full response is provided and all outcomes are fair, economically feasible and in line with company policy.

Responsibilities

Take client bookings via LiveChat, WhatsApp, telephone or email when required.
Handle and log all escalations and customer complaints, taking ownership of the situation, resolving and following up to ensure maximum customer satisfaction.
Updating and maintaining client details on the various systems.
Provide customers with additional information as requested, such as job performance reports, quarterly management information packs, proof of delivery and price lists.
Monitor Customer Dashboard to ensure all jobs are collected and delivered within the agreed SLA
Managing client expectations with day-to-day reporting and explanation of requirements of analysis
Monitoring and responding to all types of email contact within the specified service level agreement.
Fully competent in all systems used by the client's eCommerce.
Provide resolutions, help and advice to colleagues from all areas of the business.
Communicate courteously with customers & suppliers by telephone, email, letter, and through Live Chat & WhatsApp and social media.
Keep accurate records of discussion or correspondence with customers on all internal systems.
Support the field based Account Managers with immediate client response requirements, case management and issue resolution.
Keep up to date with developments and innovations in customer service best practice & social media.
Become familiar with the delivery network industry, remain current about the services provided by the client's eCommerce.
To undertake any other reasonable duties as required.

Desired skills

Ability to make a difference to the customer, delivering high levels of service with minimal supervision
Able to work as part of a team, support colleagues and promote excellent team spirit
Good understanding of the services customers want from eCommerce logistics
A good communicator who listens and is able to express themselves clearly
Welcomes change, flexible and adaptable with the ability to deal with various demands
Experienced in a fast paced and busy environment
Excellent verbal and written communication including: Pleasant and friendly telephone manner at all times with both internal and external customers

Personal qualities

A problem solver
Committed and reliable
Resilient
Positive individual with a 'can do' attitude, results driven approach and attitude
Acts with integrity and takes responsibility

Desired qualifications

GCSE English and Math - minimum grade 4 / C (or equivalent)

Prospects

Potential to progress into a permanent role after successful completion of the apprenticeship

Things to consider

Car maybe required due to location (no public transport nearby)

For more information please contact Angela Potter at Clearline Recruitment

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