Customer Operations Specialist
Colchester, England

Job Reference: CEX-FIN-07938

Location: Colchester, England

Closing Date: 03/12/2019

Department: Finance

Division: Global Support

The Customer Operations Specialist is expected to assume the following key responsibilities plus any other reasonable duties as required:

• Utilise relevant systems to resolve customer requests

• Handle Inbound/Outbound calls

• Handle all correspondence concerned with orders and action any edits or amendments as requested

• Accurately record all relevant information provided by internal and external customers ensuring that the required quality standards are maintained

• Channel feedback from customers through to correct departments

• Process customer orders quickly and accurately, ensuring appropriate margins are achieved

• Responsibility for customer’s online access either directly (BI Tech Support) or indirectly by channelling queries to the appropriate department (SSC Specific)

• Ensuring that customer claims are handled efficiently through relevant systems.

• Responsible for escalating queries or complaints to your Team Leader or Manager where appropriate

• Building strong working relationships with business teams, customers and your team

• Respond to customer requests in a timely manner with high quality

• Other Ad hoc duties

PEOPLE MANAGEMENT RESPONSIBILITIES

· General duty of care to colleagues

· Work collaboratively across teams/businesses

· Act as a role model to others

· Provide help and a buddy system to other members of the team depending upon your level (SSC Specific)

SKILLS & ABILITIES

· Good communication skills with the ability to build good relationships with a wide range of stakeholders, internal departments and key contacts

· Proficient skills in Excel, Word and Outlook are essential

· Remain approachable under pressure

· Knowledge and ability to use relevant internal systems

· Act with integrity, tact and diplomacy

· Work as part of a team

· Ability to complete a variety of related tasks

· Pro-actively solve problems

· Excellent Customer Service skills

· Good time management skills

· Ability to be flexible within role

· Excellent oral and written communication skills

KNOWLEDGE & QUALIFICATIONS

· Good knowledge and understanding of all Customer Operations processes within your area

· A good knowledge of SAP system preferable

· Knowledge of best practice in customer service operations

· Recognised qualification preferable (SSC Specific)

 

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