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Senior Customer Representative
Join a leading company impeccably positioned in the food manufacturing industry, a key innovator and well established leading Blue chip food manufacturer with over 5 manufacturing sites. Our client are passionate about their customers, they're innovative, people focused and they are committed to building strong partnerships both internally and externally.
Key Responsibilities:
- Address complex customer challenges and support frontline staff with advanced problem-solving.
- Investigate and resolve customer complaints swiftly and effectively.
- Communicate with customers through phone, email, and chat to ensure satisfaction and efficiently address their needs.
- Data Entry and Management: Maintain up-to-date customer records and process orders.
- Documentation: Track and report on customer queries and issues.
- Operational Improvement: Identify and enhance customer service processes; propose innovative solutions.
- Assist in creating and refining Standard Operating Procedures to maintain service quality.
- Analyse key service metrics to improve response times and customer satisfaction.
- Maintain post-service contact to assess satisfaction and gather feedback.
- Use customer feedback to develop loyalty strategies.
- Stay updated on the company's products, services, and policies to provide informed support.
- Generate detailed reports on customer service performance.
- Evaluate customer feedback and communicate findings to management for product and service refinement.
- Coordinate with sales, marketing, and product development teams to ensure seamless service.
- Address recurrent challenges by collaborating with relevant departments.
- Provide reception support as part of a rotation.
Skills and Qualifications:
- 3-5 years of experience in customer service, including direct handling of concerns and efficient problem resolution.
- Strong verbal and written skills for effective interaction.
- Proficient in data management, scheduling, and report preparation.
- Meticulous attention to ensure accurate record-keeping and high service standards.
- Quick and effective at diagnosing and solving customer issues.
- Skilled at working and assisting within team settings.
- Competent with CRM systems and Microsoft Office.
- Excellent at prioritising tasks and meeting deadlines.
- Qualifications: Minimum of a GCSE grade 5 or equivalent in Maths and English.
For more information please contact the team at Recra
