Overview

Our Client been manufacturing dry ice for over 10 years and carry out over 15,000 deliveries per year nationwide. They are the biggest independent dry ice supplier in the UK. Their markets include On-Trade, Education, Industrial, Pharmaceutical and Medical. They also provide frozen food fulfilment to a growing number of food brands.

As they continue to grow they are seeking an Office team member to support the day-to-day office/order/sales activity within the team.

Customer Service Associate

Job Description

• Processing orders for products/services

• Calculating charges and process payments

• Making changes to customer accounts

• Handling returns

• Resolving complaints

• Keeping detailed records of actions taken

• Referring customers to supervisors or other departments

• Interacting with customers through email, live chat or social media

• Dealing with customer enquiries via email and telephone

• Maintain files and records with effective filing systems

• Support other staff members whenever necessary including warehouse support and packing

• Monitor customer deliveries and liaise with couriers and customers

• Assist in supplier relationship management

• Adhoc duties as and when required

Skills

• Communication: You will have excellent communication skills, from talking on the phone to typing emails. You should demonstrate clear, direct and cordial messages to maintain strong relationships with co-workers and customers.

• Listening: While customer service associates do a significant amount of speaking and writing, you must be able to listen to customers and fellow team members. Customers may describe complex problems, share detailed time-lines and otherwise communicate information that you will need to listen to carefully.

• Patience: As a customer service associate, you will encounter some customers who are frustrated or difficult to communicate with. Demonstrating patience with every customer will help make both their experience and yours more enjoyable. It can also help you resolve a customer's issue quicker.

• Problem-solving: A customer service associate will need to solve problems daily. Sometimes these are small issues, such as connecting a customer to another team member. Other times, they are larger issues that may take a longer time to resolve. A strong associate will be able to quickly understand the customer's problem and propose the best solution.

• Computer skills: You will conduct most of your work at a MAC computer using Office 365. General computer knowledge is a strong skill requirement. All order based activity is via cloud systems.

• Social Media: A knowledge of social media is beneficial, to help market and promote activities throughout the year - though not essential.

Office Hours

9am to 5.00 pm Monday to Friday