Job Description

Reports To: Customer Service Manager and / or Managing Director
Department: Customer Service (Incorporating sales and marketing)
Role Purpose: The Customer Service Assistant (CSA) is the face of the team and champions our values -

• The CSA interacts with our customers to meet their needs and ensure that they get maximum value from the business. They are usually the first point of contact between our company and our customers.

• The CSA must be confident selling our company\'s products or services; receiving customer inquiries or complaints, via phone calls, emails or in person; and resolving them.

• They must identify situations where they cannot immediately satisfy the customer and refer them to someone who can.

Key Responsibilities
Key Activities
1. Client care and service delivery.

• Smile, greet and serve walk in customers
• Handle incoming phone enquiries
• Make customer service calls
• Monitor and deal with multiple email accounts
• Provide appropriate service and information
• Resolve customer requests and when necessary, escalate inquiries to the appropriate colleague
• Handle payment transactions.
• Generate estimates, orders, and invoices
• Assist customers with registration and account creation.
• Share customer feedback with the Customer Service team
• Maintain Customer Relationship Management (CRM)

2. Planning

• Organise and coordinate daily workload
• Social media planning

3. Personal and professional development

• Actively commit to self-development
• Utilise learning resources provided and available
• Maintain good working knowledge of systems
• Attend internal and external meetings and training courses

4. Teamwork and communication

• Represent the customer
• Help to craft a consistent brand, message, and tone to communicate to our customers
• Contribute ideas, share skills within the team
• Maintain a positive, professional image to our customers
• Social media and email marketing

5. Commercial awareness

• Appreciate the scope of our company and services
• Identify relevant additional service opportunities within existing and prospective client groups

Customer Service qualifications, education and experience looked for at selection
REQUIRED

• GSCE\'s (Grade C) or equivalent in English and Maths
• Experience in a customer facing job

PREFERABLE/DESIRABLE

• Any relevant or interesting qualifications you want to show off
• A life experience, preferably true, that will make us laugh!

Customer Service personality, people skills and other skills looked for at selection
REQUIRED

• Warm and welcoming with a robust sense of humour and fun
• Willing to learn, with an enthusiasm for personal and professional development
• Self-motivated, able to work without supervision and able to ask for help
• Organised and able to work to deadlines alone or with a team
• Computer literate with some typing skill
• Focused problem solver with the ability to work calmly in high-stress situations
• Active listener, strong communicator with friendly and confident telephone manner and a good command of the English language
• Enjoys/is active and proficient on social media

PREFERABLE/DESIRABLE

• Imaginative creative, and interested in design
• Aware of current affairs, \'Woke\', cares about people and the community
• Likes IT, and enjoys exploring new software
• Holds a current, clean driving licence

Our normal hours are 08:30 - 17:30

However some people start later and work until 18:30

The standard working week is 40 hours

However some candidates require more flexible hours, parents will have school runs

We are happy to accommodate them

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

Adecco