Customer Services Assistant
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| Job Type | Permanent Full Time |
| Location | Wokingham |
| Area | Berkshire, England |
| Sector | Sales - Audio Visual |
| Salary | £23000 - £26000 Per Annum DOE plus benefits |
| Currency | GBP |
| Start Date | ASAP |
| Advertiser | AV Jobs |
| Job Ref | AV30076 |
- Description
- The Opportunity
This is a great opportunity for a Customer Service Assistant - who is passionate about delivering excellent customer service -to join a growing company at the forefront of technology. Our client is a successful Audio Visual company selling AV products to customers across the UK.
You will be required to proactively support and deliver the needs of the customers and the business taking a collaborative approach to driving improvements through the business. In order for individuals to maximize their potential and their positive impact to the business, coaching and support will be provided directly from your line manager.
The role includes responsibility and ownership of the business processes, ensuring the highest levels of performance, productivity and customer service levels are maintained. This requires excellent interpersonal skills. Responding to and resolving customer enquiries is a key element of this role, and you must own the issues and ensure that resolution is agreed with the customer with minimal delay.
Prioritise and process customer requests submitted by telephone and email into a central mail box
Investigate and resolve customer issues and quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products
Maintain thorough and accurate customer service records
Liaise with suppliers to arrange collections, deliveries, item repairs, correspondence and email management as needed
Work with the sales team to drive positive company sales results
Communicate with customers about their orders, including any delays or changes in delivery timescales on backorders
You will be required to strive to, not only meet, but exceed KPIs designed to measure your impact and that of the team engaged in the Customer experience. KPIs may be both individual and team based, requiring high levels of team work and collaboration to ensure achievement.
You will work seamlessly with the management teams and all other departments to continually improve the customer service levels of the business and ensure that customers requirements are fulfilled and expectations met or exceeded.
You will be expected to engage in a wide variety of projects to assist in the building of teams focused on providing excellent customer service.
Based in offices in Wokingham, salary doe up to £26k p.a. plus benefits. Hours 9 a.m. to 5.30 p.m.
Your skills and experience
The successful candidate will have:
Experience as working as part of a team
An excellent telephone manner
Be able to demonstrate exceptional levels of customer service and influence others to emulate this quality
Effective communication skills (both written and verbal), covering all media and to a wide audience base
Ability to build and sustain relationships and continually evaluate the changing needs of the business and its customers
Meticulous attention to detail.
Proficient in Microsoft packages (Outlook, Excel, Word) and CRM systems (Salesforce or similar).
Excellent organisational skills.
Flexible approach to responsibilities.
Use own initiative - problem solving and working to deadlines are key requirements of this role
Dealing effectively with complaints before the need for escalation to the CS Manager.
Desirable attributes would include:
Good geographical knowledge of the UK
Knowledge of products and AV industry/market.
You will ideally be creative, pro-active and flexible, as well as a quick learner.
The Organisation
Our client is one of the UK's leading online audio visual retailers and has grown into a major reseller and installer of audio visual equipment selling all AV products from projector bulbs to Interactive Screens. They pride themselves on excellent customer service and AV knowledge.
The Recruiters
AV Jobs provide a highly specialist Recruitment Service for Audio Visual manufacturers, distributors, integrators and resellers to find quality candidates for vacancies in sales, engineering, customer services, operations and marketing.