At a Glance
- Tasks: Provide friendly customer service and resolve queries via phone and email.
- Company: Join Keycraft, the fun-loving Toy People with a passion for creativity.
- Benefits: Enjoy 24 days holiday, a collaborative culture, and all necessary equipment.
- Other info: Flexible part-time hours may be available; your ideas will be valued!
- Why this job: Be part of a dynamic team in a rapidly growing industry.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 24000 - 30000 £ per year.
As a key part of our fantastic Customer Service team, this role is responsible for providing professional, friendly and helpful service at all points of contact between Keycraft and our customers throughout their ordering experience. This role includes investigating and resolving customer queries via telephone and email; processing orders; looking after customers’ back orders; and a wide variety of other Customer Service-related tasks.
Your main areas of responsibility will be:
- Answering all incoming calls to the business and either resolving the caller’s query or directing them to the relevant department.
- Accurately processing orders received via telephone, email or our website.
- Monitoring back orders – running back order reports and contacting customers via telephone or email when items on back order become available.
- Tracking customer orders via online portals or contacting transport companies.
- Investigating order errors (shortages, damages, price issues) and raising credit requests.
- Answering customer queries on stock items, including availability, dimensions, barcodes and more.
- Setting up new customers on our database and providing them with a log in to the website so that they can place orders.
You’ll be working alongside our other customer service representatives in the Peterhead office and our remote team of customer service team members in the Philippines, reporting to our Customer Experience Manager.
A holiday allowance of 24 days plus statutory bank holidays. All the necessary equipment for your role. A healthy, collaborative culture – your opinions and ideas will be valued and respected. Being part of a business that has grown rapidly in recent years and which has great prospects ahead! Regular interaction with a friendly team and great customers.
A bit about you:
- Experience handling inbound calls in an office environment.
- Customer service and order processing experience preferred.
- Proficient in Microsoft Outlook, Word, and Excel.
- Confident, professional phone manner as the first point of contact.
- Strong written communication, organization, and attention to detail.
- Empathetic and solution-focused when resolving customer issues.
- Team player, flexible and willing to support busy areas and other teams.
Location: You’ll be office-based, working from our headquarters in Peterhead. Part-time hours may be considered.
Keycraft Global is made up of a Team of truly passionate creators - this is a chance for you to join a great team in a dynamic and fun industry. We all work hard and help one another, communicate transparently and celebrate success frequently!
How to apply: Please get in touch to find out how to apply for this role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive (EUK) in Peterhead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Keycraft Global Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Keycraft Global Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Executive (EUK) in Peterhead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Keycraft Global Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Keycraft Global Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Keycraft Global Ltd!
How to prepare for a job interview at Keycraft Global Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
