Customer Service Administrator

Job title:

Customer Service Administrator (Temporary to Permanent)

 *Start of the assignment to be administrative/data entry to begin with then will introduce a customer service aspect as well.

 

 Reports To:

 Office Manager

 

Job duties and responsibilities:

 Customer Service and Relationship Management

 

·         Answer the phone politely and enthusiastically within set timescales

·         Log all service requests via telephone and email, along with relevant customer and sub-contractor communications within the company CRM software

·         Accurate communication of customer needs to sub-contractors through telephone and email

·         Proactive responding to customers with updates to their service requests

·         All calls and emails managed to set company KPI standard

·         Build good relationships with customers and suppliers

·         Internal communication through the CRM software should be used where appropriate to benefit the account management team in their role. This will be for such things as new service requests, opportunities for new business. Where issues are highlighted by customers relating to services or equipment, the necessary steps of raising a case within the CRM must be taken to ensure the issue is recorded and resolved

·         The Account Coordinator is responsible for maintaining an up-to-date CRM system with relevant information relating to his or her customers and the suppliers utilised therein.

·         The Account Coordinator will also provide cover for other coordinators during periods of absence as determined by his or her line manager

 

 

Order Processing:

 

·         Create a new order for each customer service request (from the existing list of service, contracts) against the customer’s records, for billing purposes. On completion of all services, the Account Coordinator is required to locate the information relating to the service from the supplier and update the order so that it can be billed accurately and timely. The Account Coordinator will be aware of his or her deadlines for customers and ensure that all data is complete and accurate prior to the deadline.

·         Any issues or inaccuracies with the data provided (either by internal or external sources) should be identified and rectified before the billing deadline is due.

·         Any errors, invoice queries or customer queries from previous billing cycles will be rectified within the correct timescale

 

 

Woking hours:

·         Monday to Friday

·         40 hours per week

·         8.30am to 5pm.

 

Salary:

·         £12.96 per hour (Equivalent to £26,956 per annum)

 

 

Training, qualifications, and skills:

 

•              Excellent spoken and written communication

•              Educated to minimum GCSE level with good results in English and Maths

•              Prior experience in a customer service role would be beneficial

•              Excellent numerical and IT skills

•              Prior experience of using CRM software would be beneficial

•              Can quickly learn new skills and deploy them to the benefit of the business