Customer Service Coordinator

Wolverhampton, West Midlands
04 Jun 2018
02 Jul 2018
Contract Type
Full Time

 Our client based in Wolverhampton is looking for a Customer Service Co – Coordinator to join their successful Business. The role will initially be a year’s maternity cover on a temp to perm basis with the possibility of a permanent placement at the end of the year.

Hours: 8:30 – 5:00 Monday – Friday

Salary: £18,000 per annum

Key Accountabilities

  • Deal directly with customer either by phone or electronically in a timely, effective, polite and positive manner showing sensitivity to the customers issues
  • Understanding internal and external customer needs and expectations and working to exceed these
  • Obtain and evaluate all relevant information to effectively handle enquires or complaints
  • Respond promptly to customer enquires both verbally and in written form
  • Take ownership of customer queries and ensure appropriate solutions are given
  • Ensure customer needs are met and where possible exceeded by constantly reviewing the service provided and identifying improvements
  • Accurately process and verify sales orders, along with returns requests and invoice queries
  • Keep written / electronic records of customer interactions, enquiries, comments or complaints
  • Perform general office administration as required
  • Communicate and coordinate with internal departments
  • Develop an excellent understanding of our customers and industry sector
  • Manage and maintain customer support ' best practice' in line with company policies and business rules
  • Work as part of a team to develop and improve existing procedures and policies and develop new where required

Experience, Skills & Qualifications

  • Proven customer service experience
  • Able to demonstrate strong written and verbal communication skills and the ability to communicate with customer and colleagues at all levels
  • Ability to build and maintain customers confidence in the company, its service and products


Key Performance Indicators

  • Answering of inbound telephone to target
  • Turn around and response of customer queries to target
  • Entry of Sales Orders and Collection Requests to target
  • Maintain agreed level of data accuracy

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