Job Title: Customer Service Apprentice
Location: Bolney, Haywards Heath
Salary: GBP10,400k per annum
Full time, 40 hours per week Monday - Friday
Our client based in Bolney in Haywards Heath is looking to recruit a Customer Service Apprentice to support their customer base with a high level of customer care, taking ownership of all tasks, escalations and complaints in a timely fashion. The ideal candidate 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.
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 clients 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 clients eCommerce.
To undertake any other reasonable duties as required.
Key Performance Indicators
Any issues are resolved or escalated within agreed timescales as described on current Key Performance Indicator documents.
Case management and invoice query resolution to be completed within agreed timescales as described on current Key Performance Indicator documents.
High levels of punctuality and attendance.
Excellent verbal and written communication including:
Pleasant and friendly telephone manner at all times with both internal and external customers.
Treats people with respect under all circumstances always demonstrating excellent interpersonal skills.
Responds promptly and appropriately to the needs of the customer and their requests for service and assistance.
Promptly responding to emails, LiveChats, and social media contacts, ensuring that grammar, spelling, and professional standards are maintained.
Comfortable adapting to change, meeting the changing demands of the work environment and responding well to any delays or other unexpected demands.
Proactively offering support to team members and customer care colleagues in the department to ensure timescales are met.
Experienced in a fast paced and busy environment
Good understanding of the services customers want from eCommerce logistics
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
A problem solver
Positive individual with a 'can do' attitude, results driven approach and attitude
A good communicator who listens and is able to express themselves clearly
Committed and reliable
Welcomes change, flexible and adaptable with the ability to deal with various demands
Acts with integrity and takes responsibility
After successful completion of the apprenticeship there is potential to go permanent.
For more information about this role, please contact Frankie Denahy at Clearline Recruitment