Our client is seeking a Customer Service Executive to join their dynamic and fast-paced team based in their head office near Oxford Circus. They are a longstanding client of ours and we have placed many of their team there, with the last two temps resulting in permanent roles, which they love!
 
This is a great opportunity for someone with excellent communication and organisation skills - as a key member of the Customer Care and Support Team, you will be communicating with various stakeholders, both internal and external, and handling all daily customer complaints and queries. Please note that the ideal candidate must have strong previous experience in this area and remain confident in escalating issues where needed. The role will be based in their office 2 days a week, with the rest working from home. This will be a temp-to-perm role, initially paying £13.85/hour plus holiday pay, with a salary range of £32k-£35k when the role moves to permanent. This will be an ASAP start.
 
What you'll do: 

• Act as first point of contact for all customer enquiries, including queries, complaints, and handling any issues with external partners and couriers
• Manage email correspondence in an effective and timely manner
• Manage accurate data entry and update internal systems, spreadsheets and CRM systems when required
• Prepare reports and monitor performance trends eg; customer satisfaction and resolution rates
• General conflict and resolution management regarding incoming customer complaints and making sure these are all consistently logged using ticketed systems
• Manage outbound phone calls to customers following up on enquiries and gathering feedback

Who you are: 

• An excellent communicator with a confident and professional manner
• Strong experience dealing with customer complaints and escalation duties
• Highly-organised individual and effective prioritisation skills
• Strong customer service and administrative experience
• Confident and calm-orientated when dealing with conflict management and handling complaints
• Proficient and familiar with IT software including Microsoft, Word, Excel, CRM systems (Zendesk desireable).
• All round positive, hardworking, adaptable  and maintains a team-player attitude

Please apply now if interested! 

REF: GB161800 

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