Customer Service Executive

Position Purpose: This position provides customer service support and administrative assistance required to effectively manage all incoming customer queries and requests. You will be the first point of contact for customer queries via both telephone and email, working closely with our support teams and branch network to efficiently track, monitor and resolve all customer inbound queries in a timely manner. Daily interactions with internal and external customers and staff at all levels will help to deliver a valued customer care experience to support client retention and satisfaction levels.

Key Job Activities:

• Provide an excellent level of service which ensures customer needs and expectations are met, whilst working towards first contact resolution.
• Establish and build rapport with customers, providing accurate and timely information to instil customer confidence in our ability to deliver an exceptional level of service.
• Build and maintain strong working relationships with both internal and external customers, establishing and building strong relationships with other departments.
• Ability to understand, analyse and interpret data and customer reporting.
• Pro-actively keep customers updated on all aspects of their enquiry in a timely manner.
• Accurately record clear and concise notes for each customer interaction within the CRM system.
• Resolve complex customer enquiries including pricing queries, invoice disputes and manage customer dissatisfaction.
• Identify whether a customer is due a credit as part of a billing query and be able to calculate full and partial credits.
• Confidence in handling customer complaints, managing objections and taking ownership through to full resolution.
• Identify and elevate any process issues, offering positive suggestions/ideas for suitable resolutions.
• Pro-actively elevate to management any unresolved customer query that may breach our agreed SLAs.

Education:

• Required: High School or equivalent.

Experience (EMEAA):

• Be able to demonstrate an ability to work within a fast-paced environment within the service industry.
• Able to work on own initiative or as part of a wider team.
• Demonstrate a logical thought process in line with customer demands and expectations.
• Excellent verbal and written communication skills.
• Demonstrate commercial awareness.
• Competent in all Microsoft packages.
• Strong problem-solving skills with attention to detail.
• Results oriented.

Certifications and/or Licenses:

Stericycle offers you:

• Contributory Pension Scheme
• Life Insurance
• Cycle to Work Scheme
• Access to SteriCares, our employee support fund
• Stericycle University – Our online library of self-development & learning
• Annual performance related pay review.
• Referral Scheme (Earn by introducing people in your network to the Stericycle family)

Disclaimer: The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.