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- Tasks: Manage customer inquiries, process orders, and ensure timely fulfillment.
- Company: Join a dynamic team focused on delivering exceptional customer service.
- Benefits: Enjoy flexible working options and a supportive work environment.
- Why this job: Be part of a culture that values problem-solving and customer satisfaction.
- Qualifications: No specific experience required; just bring your passion for helping others!
- Other info: Opportunity to develop skills in customer service and teamwork.
The predicted salary is between 28800 - 43200 £ per year.
The role is responsible for performing order-to-cash management process and addressing customer inquiry/clarification or complaint about orders. This involves performing accurate order entry and timely fulfillment, shipment tracking, managing billing data and payment information. Further, the role entails interacting with internal departments to solve customer order related issues, handling order returns and refunds, and documenting customer interactions, with the ultimate goal to comply with relevant laws and regulations. Finally, the role requires keeping track of KPIs and metrics related to customer service, and preparing reports for management.
MAIN RESPONSIBILITIES
- Undertakes customer inquiry/clarification or complaint and works with internal departments (e.g., Sales, Logistics, Finance) to solve issues affecting order to cash management process;
- Works closely with relevant teams and departments (e.g., Finance, Sales) in drafting structured documents aimed at responding directly to customer inquiries/complaints regarding administrative issues (e.g., Q&A, ad hoc responses, position papers, etc.);
- Performs order entry and fulfillment, verifying accuracy of order details, validating product availability, pricing and discounts, and informing relevant stakeholders to ensure accurate and timely order fulfillment;
- Provides relevant order shipment information to customers by providing real-time updates on order status, shipment tracking, and delivery estimates;
- Correctly enters data within the billing system, such as order specifications, costs, credit terms, order date, and shipping date;
- Ensures the accuracy of payment information and works with other departments (e.g., Finance) to address payment issues, such as failed transactions or overdue payments;
- Performs return requests, tracks returned products, and processes refunds efficiently, documenting return and refund processes and communicating updates to customers;
- Accurately records customer inquiry/clarification and complaint regarding orders in CRM, along with issue resolutions and customer feedback;
- Ensures compliance with relevant laws and regulations, respecting consumer rights and ensuring the privacy and security of customers' information and personal data;
- Keeps track of KPIs and metrics related to customer service performance (e.g., response time, problem resolution rates, customer satisfaction), and prepares reports for management.
GENERAL SKILLS
- Communication & Impact
- Problem Solving & Decision Making
- Leading People
- Planning & Managing Priorities
- Customer Orientation
TECHNICAL COMPETENCIES
- After Sales Strategy - Foundational Knowledge
- Customer Care / Service Processes - Intermediate Knowledge & Application
- Customer Interaction - Full Knowledge & Application
- Product Knowledge - Full Knowledge & Application
- Technical Service Processes - Foundational Knowledge
- Technologies & Tools - Full Knowledge & Application
Customer Service Technician - Hampshire & Surrey employer: Luigi Lavazza SPA
Contact Detail:
Luigi Lavazza SPA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Technician - Hampshire & Surrey
✨Tip Number 1
Familiarise yourself with the order-to-cash management process. Understanding how orders are processed from start to finish will help you demonstrate your knowledge during interviews and show that you're ready to tackle customer inquiries effectively.
✨Tip Number 2
Brush up on your communication skills, especially in handling complaints and clarifications. Practice responding to common customer issues and think about how you can convey information clearly and empathetically.
✨Tip Number 3
Get comfortable with CRM systems and billing software. If you have experience with specific tools, be prepared to discuss how you've used them to improve customer service or streamline processes in previous roles.
✨Tip Number 4
Research the company’s values and customer service philosophy. Being able to align your answers with their approach during the interview will show that you’re a good fit for their team and understand their commitment to customer satisfaction.
We think you need these skills to ace Customer Service Technician - Hampshire & Surrey
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and order management. Use keywords from the job description, such as 'order entry', 'customer inquiries', and 'billing data', to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about customer service and how your skills align with the responsibilities listed in the job description. Mention specific examples of how you've successfully handled customer complaints or order issues in the past.
Showcase Your Communication Skills: Since communication is key in this role, ensure that your application materials are well-written and free of errors. Highlight any experience you have in drafting structured documents or reports, as this will be crucial for the position.
Demonstrate Problem-Solving Abilities: Provide examples in your application of how you've effectively resolved customer issues or improved processes in previous roles. This will show your potential employer that you can handle the challenges of the Customer Service Technician position.
How to prepare for a job interview at Luigi Lavazza SPA
✨Know the Order-to-Cash Process
Familiarise yourself with the order-to-cash management process, as this role heavily revolves around it. Be prepared to discuss how you would handle customer inquiries and complaints related to orders, and think of examples from your past experiences that demonstrate your understanding.
✨Demonstrate Strong Communication Skills
Since the role requires interaction with various internal departments, showcase your communication skills during the interview. Practice articulating your thoughts clearly and concisely, and be ready to explain how you would effectively communicate with customers and colleagues alike.
✨Highlight Problem-Solving Abilities
Prepare to discuss specific instances where you've successfully resolved customer issues or complaints. This will demonstrate your problem-solving skills and your ability to work under pressure, which are crucial for this position.
✨Showcase Your Customer Orientation
Emphasise your commitment to customer satisfaction. Share examples of how you've gone above and beyond to ensure a positive experience for customers, and be ready to discuss how you would handle difficult situations while maintaining a customer-first approach.
