Customer Service Administrator

Job Title: Customer Service Administrator

Location: Chester

Salary: Competitive

Job Type: Permanent, Part time (2 or 2.5 Days / 15-19 hours per week days to be agreed)

Company Profile:

Widex is one of the world's leading manufacturers of hearing aids.

Our mission is to provide the best hearing aids and the best customer services. We enable people to connect and communicate easily by developing the most advanced and user-friendly hearing aid technology.

Widex is a family-owned company founded in Denmark in 1956. Widex hearing aids are sold in more than 100 countries and the company employs over 4000 people worldwide.

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 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.
• 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

Travel Requirements:

• Travel to other WSA offices may be required from time to time

Behavioural competency profile:

• Creativity & Innovation
• Embracing Change (Very Important)
• Customer Focus (Very Important)
• Ability to Learn (Very Important)
• Networking
• Motivation & Inspiration (Very Important)

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
• 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 will be considered for this role.