The Customer Services Executive will deliver internal and external business support and customer service in line with agreed KPI’s, actively enabling improved customer retention. They will provide support to the customer service team, assuming responsibility for set tasks and projects under the supervision of the Customer Services Manager.
MAIN RESPONSIBILITIES OF THE CUSTOMER SERVICES EXECUTIVE
• Dealing with inbound queries from customers and prospect customers. Capturing accurate detail and actioning or escalating accordingly.
• Query and complaint resolution, recording and tracking the progress and status of all queries and complaints, ensuring all stakeholders and key decision makers are up to date with the status of each case. Taking ownership to full and complete resolution.
• Escalate as appropriate where required, issues or complaints to Head of Procurement Services and/or the Customer Services Manager where deemed necessary.
• Update CRM daily to reflect changes in customer details and progression of any opportunities.
The Customer Services Executive will be a results driven individual with the ambition to succeed on an individual and team level. They will have previous customer service experience which will include complaint resolution.
The Customer Services Executive will have advanced Microsoft Office skills in Excel, good knowledge of Word, Outlook, PowerPoint. They will also have the ability to analyse data and write reports.
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