Customer Service Agent

Job Title: Customer Service Agent
Location: Outskirts of Taunton so must drive to be able to get to location
Salary: £23,400 per annum
Hours: Monday - Friday 9am-5pm

Our very well established client on the outskirts of Taunton have an exciting opportunity for a Customer Service Agent to join their team on a permanent basis.

Overview
The Customer Experience they provide is at the core of their proposition & growth plan, so the position of Customer Service Agent is seen as pivotal in their organisation. Acting as the main contact for customers but then liaising with all internal departments to ensure the order to cash process is delivered effectively. The role requires the individual to be able to process large volumes of data while ensuring the customer contact is professional and timely, doing what we say we are going to do is a key attribute.

Core Responsibility

• Dealing with customers via email and telephone providing responses and support in a timely fashion, in line with agreed SLA (Service level agreement = target) where appropriate.
• Be the champion of the Service desk platform - Freshdesk, proactively managing the tickets within SLA's, working with other departments to drive conclusion of ticket and picking out key service trends and working with the management team to resolve root cause issues.
• Order taking and input on Orderwise software.
• Management of customer enquiries from cradle to grave, ensuring closure in a timely fashion
• Management of data in Orderwise, ensuring it is up to date and aligned with Fresh sales CRM Customer issues and requirements. This includes liaising with our hauliers when delivery issues arise.
• Dealing with day-to-day additional office tasks.
• Other activities identified by the management team
• Operating Platform & Standards
• You will need to become proficient and then work to ensure the data is correct and timely in all systems, currently key systems are Freshdesk - Freshsales Orderwise
• Overall, their philosophy for growth is based around delivery of fantastic products to exceptional standards, this can only be achieved if every member of Team is focused on excellence, constantly looking for and developing ongoing improvement.

Delivering exceptional customer service is a responsibility for all Team members but controlled through our Customer Service team, so you must be willing to take ownership which are:

• Customer are core, we aim to inspire
• Our people and teams are empowered to make a difference everyday
• We are passionate about connecting brands to customers, telling their stories
• Social responsibility guides all our decision

Qualities

• Previous Customer Service Experience preferred but not essential as we will provide full training
• A great telephone manner
• Hard working & reliable with a good work ethic
• Focused with high a level to attention to detail
• Able to work as part of the team

Benefits

• Real Living Wage Employer
• 28 days holiday per annum (including Bank Holidays)
• Pension Scheme
• Birthday (when in working week) given as additional days holiday
• Free samples of products
• Health Assured Program to support personal wellbeing
• Regular product training and relevant samples

If interested apply today or call us on 01823 352333!

CPTaunton