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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 in Hampshire & Surrey.
- Benefits: Enjoy flexible working options, competitive pay, and opportunities for growth.
- Why this job: Be part of a supportive culture that values your input and fosters personal development.
- Qualifications: No specific experience required; just bring your enthusiasm and willingness to learn!
- Other info: Ideal for high school and college students looking for part-time work.
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 inquiries. Practice active listening and clear articulation, as these are crucial for resolving customer issues and collaborating with internal teams.
✨Tip Number 3
Get comfortable with CRM systems and billing software. Being proficient in these tools will not only make you more efficient but also show potential employers that you can hit the ground running.
✨Tip Number 4
Research common KPIs in customer service roles. Knowing what metrics are important will help you understand the expectations of the role and allow you to discuss how you can contribute to improving those metrics.
We think you need these skills to ace Customer Service Technician - Hampshire & Surrey
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Customer Service Technician position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer service roles or experiences that demonstrate your ability to handle inquiries, complaints, and order management effectively.
Showcase Communication Skills: Since communication is key in this role, provide examples of how you've successfully resolved customer issues or collaborated with internal teams in past positions. This will show your potential employer that you can thrive in a team-oriented environment.
Prepare a Strong Cover Letter: Craft a compelling cover letter that not only outlines your qualifications but also expresses your enthusiasm for the role and the company. Make sure to mention specific aspects of the job that excite you and how you can contribute to their success.
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 demonstrate your understanding of the steps involved in ensuring accurate order entry and timely fulfilment.
✨Showcase Your Communication Skills
Since the role requires interaction with various internal departments, highlight your communication skills during the interview. Provide examples of how you've effectively communicated with teams like Sales or Finance to resolve customer issues in the past.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've successfully solved customer problems or complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your ability to think critically and act decisively.
✨Understand KPIs and Metrics
Be ready to talk about key performance indicators (KPIs) related to customer service. Familiarise yourself with common metrics such as response time and customer satisfaction rates, and be prepared to explain how you would track and report these in your role.
