Customer Service Apprentice

Employer
Clearline Recruitmentment Ltd
Location
United Kingdom
Salary
10400.00 GBP Annual
Closing date
8 Dec 2021

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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.

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 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.

Desired Skills

  • 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

Personal Qualities

  • 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
  • Resilient
  • Acts with integrity and takes responsibility

Prospects

  • 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.

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