Customer Service Representative / Administrator
Location: Crawley, West Sussex
Salary: Competitive
Job Type: Part time, 12 Month Fixed Term Contract
Working Hours: Monday - Friday 10.30 - 2pm - 17.5 hour per week
Company Profile:
Here at Signia we provide a comprehensive range of innovative digital hearing aids and the latest software to our customers who range from national chains to independent retail dispensers. We have brought many 'world firsts' to the hearing aid market and are frontrunners in hearing technology.
About the Role:
At Signia we ensure our customers receive the very best customer experience whilst delivering a first-class service through multiple channels (Telephone, Email, Sales Force, Live Chat & Ecommerce).
Quality is our primary focus; we must deliver on our promises and ensure first time resolution of all customer queries.
As part of this role, you are required to process customer orders, handle enquiries, monitor orders and proactively act on issues that may arise; whilst adhering to set departmental KPI's.
The duties of the job holder are:
- To process customer orders, order entry of serial products and accessory orders, prioritising to ensure efficient workflow
- Advise and/or investigate customer queries ensuring exceptional customer experience through communication and service
- Ensure all resolution through escalation if required
- Participate in monthly training sessions to keep product knowledge up to date and relevant
- Liaise with internal and external departments regarding stock, deliveries, dispatch of orders, special requests and assist the UK RL team with post opening duties where required
- To be responsible for, and highlight the identification of urgent, late, or problematic orders
- Flag any potential customer complaints or product concerns via the use of our Salesforce CRM system
- Work as a team supporting each other taking direction from the Customer Service Manager, or senior representative in the absence of the Manager concerning workflow
- Support all Account Managers with their orders and queries via Salesforce
- Identify potential sales opportunities and advise sales team accordingly
- Where possible provide first time resolution of issues ensuring customer satisfaction in line with agreed Company policy
- Always represent and project the Company as a market leader and professional organisation
- To accept and work within the Company's Quality System and Health & Safety Policy seeking to enhance the procedures where possible
- Any other duties compatible with the requirements of the role subject to the direction of the Manager(s)
The main contacts and relationships for the role are:
- Internally - Customer Service team, UK sales employees, EDC/EMC/RL, management, and other employees involved in the sales order and repair processes
- Externally - Customers and members of the public
The qualifications, knowledge, experience, and competencies required for the role are:
- IT skills - MS Office: Essential
- Salesforce experience: Desirable
- Excellent call handling ability: Essential
- Ability to remain calm, neutral, and positive under customer pressure: Essential
- Customer service experience: Essential
- Knowledge of audiology and/or hearing aid production: Desirable
Benefits:
- Competitive salary dependent on experience
- Annual company bonus approximately 10% of annual salary
- Generous pension scheme - up to 10% matched contribution
- 26 days holiday plus bank holidays FTE - To be pro-rated
- Buy / Sell Holiday Scheme
- Above average Life Assurance
- Free Parking
- Enhanced Employee Assistance Programme
- This position is required to be office based due to the requirements of the role and interaction with the wider team
Get in touch to find out more about this exciting opportunity.
Candidates with experience of; Customer Services Executive, Customer Service Representative, Customer Support, Customer Service Executive, Customer Services, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, Customer Services Officer, Administrator Resort, Admin Support may be considered for this role.