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Job Title: Customer Service Administrator
Location: Chester
Salary: Competitive
Job Type: Part time, Permanent, Office Based
Working Hours: 17.5 hours per week, Mon - Fri 10.30am - 2pm
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.
About the Role:
As part of this role, you will cover all aspects of customer service including call handling, order entry, email management and other duties.
Candidates will ideally have strong call handling experience along with admin skills and strong attention to detail.
The duties of the job holder are:
- 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
The main contacts and relationships for the role are:
- Internally - Customer Service team, UK sales employees, 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
- Excellent call handling ability: Essential
- Ability to remain calm, neutral, and positive under customer pressure: Essential
- Customer service experience: Essential
- Salesforce experience: Desirable
- Knowledge of audiology and/or hearing aid production: Desirable
Benefits:
- Competitive salary dependent on experience
- 26 days holiday plus Bank Holidays (pro-rated)
- Company bonus scheme (c2,500 per annum) (to be pro-rated)
- Contributory Pension Scheme (matched contribution up to 10%)
- Enhanced Employee Assistance Programme
- 6 x Salary Life Assurance
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.
