Senior Customer Service Representative

Senior Customer Service Representative -Buckinghamshire - c30k - 35k + Bonus

Overview: This is a fantastic opportunity to join a strong, innovative and progressive business within the food manufacturing industry where you can play a key part in client relations and customer satisfaction which is something our client is deeply passionate about.

Experience Required:

• A strong background in customer services, preferably working within a manufacturing environment.
• Strong ability to build and development customer relationships.
• The ability to solve customer problems and queries quickly and effectively.
• Experience of working on multiple task and training junior members of the team.

Role & Responsibilities:

Playing a crucial role in customer relationship development and ensuring customer satisfaction to new and existing clients. The responsibilities typically include:

• Escalated Issue Management: Address complex or advanced customer concerns, serving as a point of escalation for the front-line team.
• Complaint Handling: Investigate and resolve customer complaints, ensuring timely and satisfactory solutions.
• Customer Assistance: Respond to customer inquiries across various channels (phone, email, chat), providing clear and efficient support.
• Database Management: Update and maintain accurate customer records, process transactions, and track customer interactions.
• Reporting and Documentation: Prepare detailed reports on service activities, inquiries, and resolutions, while documenting internal workflows.
• Operational Improvements: Identify inefficiencies in customer service workflows and propose enhancements to streamline operations.
• Standardization: Assist in creating and maintaining SOPs to ensure consistent service quality.
• Performance Monitoring: Track service metrics (e.g., response times, satisfaction ratings) and contribute to initiatives for improvement.
• Post-Service Follow-Up: Check in with customers after interactions to confirm satisfaction and collect feedback.
• Retention Efforts: Support initiatives to improve customer retention and loyalty, informed by feedback and complaints.
• Training Support: Aid in onboarding and training new staff, sharing best practices and updating team members on product or service changes.
• Reception Duties: Provide reception coverage as part of a rotational team schedule.

Company Overview:

This is a fantastic opportunity to work with a forward thinking, proactive and innovative company with recent investment which has resulted in strong and stable growth. This company have a collaborative culture and a focus on progression and development for every level of the business.

We are seeking applications from talented Customer Service Team Leaders, Senior Customer Service Advisors, Assistants, Representatives and other Customer Service professionals who live within North-West London, Marlow, Maidenhead, Slough, Amersham, Watford, Aylesbury, Thame or Buckinghamshire.

If you have the desired qualifications and experience, please send your CV quoting reference MD/TNT/989or phone (phone number removed) for a confidential discussion.

True North Talent is recognised as a trusted supplier of permanent, contract and interim recruitment services to the food manufacturing and FMCG industries. Our teams of specialist recruiters operate across Operations/Engineering/Technical/NPD/Supply Chain and Commercial. We may hold your data, as per our privacy policy detailed on our website.

Unfortunately, due to the high volume of applications we receive, we can only contact successful applicants.

For more information on True North Talent or to discuss how we can find talent for your business then please visit our website.