Customer Service Administrator

Roles and Responsibilities

The role is to support the Account Management Team in care of the entire portfolio of customer accounts and will cover the following:

1. Answering internal and external telephone calls
2. Resolving or referring customer queries
3. Order processing and re-types
4. Returns processing
5. Monitoring customer mailboxes
6. Supporting the creation of client reports (this is a progression responsibility)
7. Order chasing (this is a progression responsibility)
8. Completing regular service calls to clients and collecting NPS data.
9. Any other reasonable requests from your customers or line manager

Mindset

The following mindset will be required:

1. Values Driven – total commitment to Company Values at all times, every day
2. Team Player – this role will involve massive and continual interaction with other departments and it has to be considerate, professional and effective at all times.
3. Customer Focused – an absolute commitment to research, recommend and deliver the best possible solution to the customer given all their particular contract nuances (this may not always be what the customer initially thinks they need!). An ability to quickly connect and establish relationships with all levels of staff within each of our customers businesses in a way that gains their complete trust in you and the Company to allow your advice to have real influence on their decisions
4. Creativity – this will be required to ensure our portals are (and continue to be) market leading
5. Work Ethic – willingness to work hard is an essential quality for success
6. Positive mind-set – a belief that we can and will provide market leading solutions to our customers
7. Determination – the drive, persistence and tenacious resilience to succeed whatever the weather
8. Skill set – the ability, experience and expertise required to meet progressive but achievable targets

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