HAYS
Customer Service Team Leader, Marlow, Salary up to £38000 DOE
Your new company
A global leader in their industry are offering an exciting opportunity to join them as a Customer Service Team Leader.
Your new role
As the Customer Service Team Leader, you will be responsible for:
- Coordinate/lead the Customer Support team and ensure workloads are suitably managed, with work being shared/distributed as required
- Monitor, recommend and implement improvement processes
- Report on the Customer Service team performance
- Continuously monitor and improve processes within the Customer Support team and implement new processes
- Coordinate and provide training to all members of the customer support team.
- Ensure the induction and training of new colleagues is delivered to expected standards
- Handle Level 1 & 2 Customer Complaints and escalate where necessary to the Management Team
- Work closely with the regional Sales Teams
- Carry out and/or coordinate coverage of workload during periods of Customer Service absence
- Make sure all CS team KPIs are met
- Developing maximum sales potential out of assigned customers through good customer service techniques, knowledge of the company’s products and services
- Applying knowledge of company products/services to efficiently process customer information and respond to enquiries, concerns and complaints in a diplomatic manner
- Ensuring orders are entered and moved through the system to shipping accurately and promptly
- Applying correct prices and discounts after seeking or receiving proper approval
- Supporting key global accounts and accounts with special requirements
- Increasing sales by upselling or cross-selling where appropriate
- Remaining current on product information and product updates through available resources
- Analysing customer accounts and promptly making corrections and/or modifications to files
- Maintaining updated, organised files on all assigned customers to include sales orders
- Contacting customers to obtain missing information or data to ensure an accurate customer database
- Assisting other co-workers in the department as needed
- Supporting with achievement of relevant KPI targets.
- Providing repair service customer support
What you’ll need to succeed
In order to be successful in applying for the role of Customer Service Team Leader, you will:
- Strong PC Skills in MS Office, and strong knowledge of ERP systems, preferably CRM
- Superior customer service attitude; able to handle difficult customers with diplomacy and tact
- Excellent communication (oral and written) skills and excellent phone skills
- Ability to actively listen
- Excellent interpersonal skills
- Strong, accurate data entry skills
- Project management skills
- Excellent organisational skills with excellent follow-through
- Excellent problem-solving skills
- Previous experience with export documentation is desired
- Product knowledge and interest in professional products
- Understanding of order management related to projects and installations
- Knowledge of product range and accessories to offer substitutions or upsell as needed
- Understanding and experience in customer specific portals related to order process, logistics and delivery booking slots
What you’ll get in return
As the Customer Support Specialist, you will receive:
- Salary up to £38000 depending on experience
- Working hours: 35hrs/ week (09.00-17:00pm with 1 hr for lunch)
- Hybrid – 3 days in the office
- Holidays: 22 days + 8 Bank holidays + 1 Company Day around Xmas (Holiday entitlement rises with the years of service)
- Pension: 4% Employee Contributions + 5% Employer Contributions (After 3 years Employer Contributions rise to 7.5%)
- Life Insurance, Medical Insurance, Income Protection
- Wellbeing Support
- Team events
What you need to do now
If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.
If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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