Customer Service Representative

Commercial Washrooms is a trusted specialist in designing, supplying, and refurbishing commercial and accessible washrooms across the South of England. We work with facilities managers, contractors, architects, and specifiers to deliver washrooms that are compliant with standards, durable, hygienic, and aesthetically pleasing. Our dedicated team provides full turn-key solutions, including design, supply, and installation of high-quality products such as sanitaryware and cubicles.

Trusted by renowned organizations like Eurotunnel, Holiday Inns, and Hampton Court Palace, we deliver projects on time and within budget to meet our clients' needs.

Role Description

Reporting to the Business Services Manager, the purpose of the role is to assist in the after-sales process to help customers fulfil their orders. This is achieved by providing timely, outstanding and friendly customer service to customers and colleagues. We want to maintain an excellent customer experience throughout the whole sales and delivery process.

Working within a dynamic team, this role will require liaison with all departments and most staff within the business.

Minimum qualifications of GCSE English & Maths at grade C and above are expected, ideally with additional further education qualifications. Applicants should have a background and experience in customer service and administration working within an office environment. Full IT literacy and proficient use of the Microsoft Office suite of products is essential, particularly Outlook, Word & Excel.

Above all, you will have a bubbly, helpful personality and be driven by helping people. Communication is the key, and you must be organised and committed to solving every query raised.

This role is a varied one, and a willingness to become involved in other office duties will be required. The ability to liaise and create relationships with customers is essential.

Experience working within an office-based sales team is preferred. You will be motivated and driven by working towards monthly targets.

• Managing and responding to after-sales customer enquiries using our in-house ticketing system
• Proactively providing order updates to customers
• Tracking deliveries and sharing PODs with customers
• Handling delivery issues and liaising with our couriers/suppliers
• Sourcing Alternative product options for customers if extended lead times exist.
• Processing returns and issuing credit notes/refunds
• Dealing with any faulty products - liaising with the suppliers/manufacturers to resolve any issues promptly
• Recording, reporting and resolving customer complaints. Escalating when necessary