Customer Care Representative. LilyLifestyle

Customer Care Advisor

We are working exclusively with an extremely well-known, European leading organisation on the lookout for a Customer Care Advisor to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.

You will be responsible for assisting customers with product queries, including identification, product codes & compatibility. You will also be responsible for an account base, processing orders and assisting with availability, pricing, and general enquiries.

You will provide high quality technically competent advice to customers, providing a triage function to support customers through their warranty, quality, and spares requirements to provide a first pass resolution wherever possible. You will be able to identify where to elevate more complicated product and aftersales queries when the need arises. These customer enquiries will be received by phone, email, on-line and in future via online chat.

Key Responsibilities:

• To be the initial point of contact for queries coming into the Customer Care Team, with a particular focus on:
  Product related queries, fulfilling customer requests for brochures, datasheets and general product information, order queries, completing product registrations, checking customer records on the system, acting as a triage function, being proactive in using all company systems
• To take full ownership of an account list, ensuring that:
  Orders are processed to a high degree of accuracy and in a timely manner, issues are identified and resolved, the customer is supported with delivery issues, orders are monitored orders, records are accurate
• Maintain excellent communications with customers on query resolution, escalating issues as required to the Customer Care Team Leader
• To be able to handle multiple queries at any given me via different platforms, such as telephone, ticket-based email system and SAP
• To drive a customer focussed approach across all activities and ensure the Customer Support Team is a centre of excellence, maintaining outstanding customer service both internally and externally by putti1ng the customer at the heart of everything you do
• Working closely with both internal teams and external partners to ensure all investigations are dealt with quickly and efficiently
• Drive and contribute to continuous improvement within the business

KEY SKILLS

• Good standard of general education i.e. GCS, O Level
• Solid and demonstrable experience in customer facing roles
• Previous experience of problem-solving methodologies
• Prepared to learn new skills
• SAP experience
• Excellent IT knowledge (Excel, Work, Outlook, databases, CRM)
• Ability to work independently or as part of a team
• Customer Focused
• Ability to communicate with a wide range of people, both internally and externally, both written and verbally
• An obsession for delivering customer service excellence and enhancing the company brand image
• Outgoing and confident
• Comfortable working in a fast-paced environment
• Good knowledge of Microsoft Office including Excel and Word