Job Description
Our US Customer Services team is looking to hire a Customer Service Representative who will work as an integral part of the department by providing outstanding customer service to our internal and external customers.
This role will be blended-working; you’ll work 4 days a week from home and 1 day in the Boca Raton office. Due to the on-site requirement, we are only considering candidates who are in a close proximity and commutable distance to our office in Boca Raton, Florida.
What you'll be doing :
Taking ownership of customer queries received via phone, email, KPI’s and Customer First training best practice. Striving to increase customer satisfaction / first time resolution and reduce the need for customers to contact.
Take responsibility for the processing of orders, invoices, quotes, in a timely and accurate manner, responding appropriately and swiftly to queries, problems and special requests from customers, accelerating these to team leaders and managers where appropriate.
Resolving product or service problems / queries by clarifying customer issues, determining the root cause of problem, selecting and explaining the best solution to the problem, expediting corrections / adjustments, and following up to ensure resolution.
On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team.
Managing day-to-day business processes, liaising with other departments where appropriate.
Suggesting amendments to Standard Operating Procedures (SOP).
Maintaining knowledge of department policies, processes, procedures, and systems used, developing an internal network to increase knowledge.
Active participation in meetings, expressing your viewpoint but also recognizing and listening to others.
Suggesting improvement ideas and assisting with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
Using Salesforce to manage customer contacts and workflow in line with the SOP.
Using SAP / Salesforce to manage orders / invoicing.
You achieve personal objectives and, work to agreed KPI’s and targets including quality assurance.
In addition to the above this role may also be required to help on projects and workload as determined by business needs and the Manager.
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