Customer service and sales support specialist

Empresa: CV-Library
Tipo de trabalho: Tempo integral
Salário:
25 000 - 35 000 GBP/Anual

Title: Customer service and sales support specialist, XOR UK

Job Description:

This role is for XOR UK, a luxury mobile phone manufacturer in the UK.

The role of Customer service and sales support specialist takes overall responsibility for the customer service and provide sales support across the discipline.

Duties and Responsibilities:

* Establish customer service process and practice with support from Operation and Quality team.

* Interface with the customer and proactively communicate with customers about their orders, including any delays or changes in delivery.

* Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products.

* Using CRM system to manage the full cycle of the customer service process.

* Report the customer services status to other business function like quality, repair, logistics, sales.

* Analysis the customer service and customer feedback and provide data, fact and suggestions to improve the business performance.

* Support sales for payment taking. Coordinating and tracking of the customer order and repair. Maintain thorough and accurate customer service records.

* Keep confidential records and financial information private and secure and be GDPR compliant.

* Support operations and packing for sales and repair when required.

* Support as assembly technician on the workshop floor when required.

Position Requirements

Education:

Telecommunication or business management discipline with more than 3 years experience with proof of excellent performance record.

Previous experience of 1 year in customer service position

Personal skill and experience:

Excellent English written and speaking (multilingual is preferred)

Focusing on customer satisfaction, strong interpersonal and communication skills

Attention to detail and strong data analysis capability.

Microsoft office and CRM tools

Flexible attitude to learn different aspects of the business.

Experience of call handling

You will have previous experience of liaising with supply chains and stakeholders ensuring that delivery is achieved within customer’s expectations.

Desirable:

College or equivalent Degree in engineering

E-commerce customer service: 1 year

Previous experience working within a start-up environment and a passion for technology/innovation will be a plus.

Salary: Job grade 3

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