Customer Service Assistant

DescriptionCustomer Service Assistant
Newbury town centre
Office based Monday to Friday, 08:30 - 16:30
£22,000-£24,000 DOE
25 days holiday
KPI bonus scheme
Private Healthcare – Vitality
Death in Service x 4
Free eye test
Salary sacrifice pension scheme
Free tool on completion of probation
Tool loan system
Free parking
Town Centre access
Snack and drinks
Role, Objectives and Scope
Customer Service Assistant ensures that the Customer requirements are being satisfied timely and effectively under the guidance of the Customer Service Manager
Complies with the terms of agreed service level agreements and company guidelines ensuring that the customers experience is a positive one. 
Pro-actively maintains communications though the whole end to end process.
Key Responsibilities:
To provide end to end customer service requirements and manage their expectations timely, accurately and consistently.

Assisting Manager with Customer Onboarding Services
Process Orders accurately and timely between Positec and 3PL and within the terms of any agreed SLA and attach copy to customer order within company systems
RMA Report
Liaise with 3PL to ensure prompt/timely delivery of orders, collect POD within 48 hrs of delivery and attach to customers order within company systems
Communicating with customers by email, letter and face to face
Liaise with Sales for accurate customer pricing, discounts and update on system
Log and resolve customer queries and complaints, keeping Manager informed of progress or need for escalation
Keeping detailed and accurate records of all correspondence with customers
Update & maintain key customer information with AO and other supporting systems
Assisting with the preparation of daily, weekly, monthly reports as advised by CSM
Adhering to Company and Customer Services procedures, processes and standards
Learning about Positec’s products and keeping up to date with changes
Cross Training/Back up with SS and PASS roles   Adhoc
Supporting UK team & participating in projects where skill set & or time permits with guidance from CSM
Participating in system upgrades and/or implementation of new systems in conjunction with HQ requirements or direction
Personal Attributes:
Min 2 years Customer service experience
Attention to detail
Intermediate/Advanced level of Microsoft Excel
Highly developed problem-solving skills
Friendly outgoing personality with a good sense of humour
Good team player and remains calm under pressure
Well organised but flexible in light of changing priorities, understands and meets deadlines
Will work extended hours if necessary
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Salary Min22000Salary Max24000Contract TypePermanentSalary TypeAnnumAdded1m 27dID899264