As the main contact point for a range of accounts you will be dealing with customers and ensuring that all queries are resolved efficiently and within the departments service level commitments. You will also manage account service levels by investigating, reporting and proposing actions on a continual basis.
Key Responsibilities:
To provide professional and effective services to internal / external customers in line with department standards, procedures and processes.
Build effective relationships with customers
Deal with complaints/invoice queries, monitor response time and follow escalation process
Work together with other departments to identify any process improvements, and improve standards, efficiency and profitability
Assist with Forecasting accurately on a daily basis
Answer and deal with phone calls and emails from all accounts
Continuously have up-to-date knowledge & information to deal with customer queries
Pro-actively monitor customer service and inform customers about any service related
issues as soon as they arise
Ensure regular housekeeping of all customer records in CRM
Support the generation and impletmentation of new business accounts
Attend customer visits as and when required
Essential Skills/ Experience:
B2B account management experience
GCSE/ ‘O’ Level or equivalent in English and Mathematics
Excellent communication skills both face to face, written and on the telephone
Decision making and problem solving skills
Able to analyse data, generate reports and make recommendations
Previous experience in a similar job role
Customer Service NVQ or equivalent
Ideally educated to ‘A’ Level/BTEC or equivalent
Candidates’ suitability for positions will be judged exclusively on criteria relating to qualifications, knowledge, skills, experience and attitude. There will be no discrimination on any other grounds.
Due to the volume of applications for this vacancy Platinum Resourcing will only be contacting those candidates that we feel meet the strict criteria our client has stipulated. If you don’t hear from us within 3 working days, please accept our apologies but we are unable to help you on this occasion.
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