Customer Care Executive

As a Customer Care Executive, you will be the first point of contact and your role will be to provide customer service excellence to new and existing customers constantly striving for continuous improvement. You will have excellent communication skills.

Main Duties

• Provide live telephone support to customers experiencing problems with software products.
• Log internal and external support calls within SLA bound response times - assign the calls to the relevant support team.
• Creation of Customer Weekly & Monthly Service Reports.
• Validate and accurately process customer orders on the CRM/ERP systems within SLA bound response times.
• Liaise with the customer to regularly update on progress of orders, enquiries, and any customer concerns that they have – being the voice of the customer for order requirements back into the site.
• Working closely with the operations planning, product line and engineering teams on order progress, latest products availability etc to gain good knowledge and understanding.
• Assist with the creation of order reporting for analysis – driving for continuous improvement.
• Handle internal and external customer enquiries through to resolution, responding to all communications in a professional, courteous, and timely manner.
• General admin duties which may be allocated from time to time as and when required.
• Facilities Support, supporting both the Site Leader and the Production Manager
• General admin – purchasing stationery, maintaining stationary inventory.

Skills and Knowledge

• Strong Customer Service Skills and in possession of excellent relationship management techniques
• Strong IT skills able to operate a number of CRM/Software packages
• Microsoft Office Intermediate- Word, Outlook, Excel, PowerPoint.
• Telephone experience coupled with an effective telephone manner and the ability to handle difficult customers in a sympathetic manner.
• Experience of working under pressure in a fast-moving, busy office
• Experience of working as a team player who is able to work on their own initiative and as part of a small, dedicated team.
• Excellent written and verbal communication skills

Salary and Information

• Location - Eckington, Sheffield
• £12.60 per hour
• 8.00am - 4.00pm or 9.00am - 5.00pm Mon-Fri 37.5 hours
• Ongoing Work
• On site Parking