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Customer Services Representative

Customer Services Representative

Leeds

Temporary until March 2022

£12.00 per hour

 

Duties to include:

 

Responding to and dealing with customer requests efficiently and appropriately, received by email, telephone and social media channels, all managed through the business’ ticket-based case management system.

Provide customers with basic pre-sales support by sharing existing knowledge base articles and understanding when to escalate or route more advanced questions to the business’ Application, Training & Support technicians, Business Development teams or European language specialists.

Making suggestions for additional knowledge base articles based on the rising internal and customer need.

Assisting customers that are making purchases and may be having issues with the progress of their transaction, such as: a. Trouble placing an order via one of the business’ platforms b. Payment issues which may involve escalation to the business’ Accounts Dept. c. Cancellations of purchases due to change of mind, faulty product or performance not as expected. This may be at various stages of the supply chain resulting in different actions being taking internally, including raising RMAs (Return Material Authorisations) and issuing transport partner collection labels if the package has already been received by the customer.

Tracking the progress of a despatched package, involving interaction with the business’ transport partner platforms and occasionally internal and/or external escalation.

Checking reviews on Trustpilot and other platforms the business may utilise, responding to both positive and negative feedback, and collating recurring themes for internal process improvement.

Management and checking of Sales Orders and RMAs within the business’ ERP system (Microsoft AX Dynamics), monitoring for any issues developing that may affect the customer experience ongoing.

 Be able to assist the wider Sales Administration team as required, working with customers active in different sales channels that the business services.

Identify areas for improvement in systems, procedures and customer experiences, and share regularly with wider Sales Administration team.

Undertake rolling internal training to increase knowledge of the business’ products, understanding the companies sales objectives and strategies, and how to improve customer relationships.

 

If you are interested in the above role please forward your CV for consideration, Mpeople recruitment are a recruitment business acting on behalf of our clients, if you do not receive a response within 5 days please presume your application has been unsuccessful on this occasion


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