Job Description

Owens Group is a fast developing, multisite organisation, with a large diverse customer base, making this an exciting opportunity.


As a result, Owens Group is looking to recruit a

Customer Service Assistant.

Shifts available:

4/4 Days - Days

Start times: - to be discussed at interview

Salary - Negotiable

To take responsibility and act as the focal point for all customer questions or concerns to ensure timely and accurate answers are provided for the customer.

Responsibilities

Respond promptly to customer inquiries via phone, email, and chat. Be responsible for ensuring customer are kept informed at all times throughout their experience with Owens Road Service. Ensure all discrepancies are dealt with and entered onto Transport or Warehouse Management Systems. Manage customer accounts. Be responsible for ensuring customers are kept informed at all times throughout their experience with Owens Road Services. Investigate and solve customer issues which may be complex or long-standing issues. Priorities all work to ensure accuracy. Liaise with drivers and the planning staff at the beginning and end of the day to ensure all work has been done and that no deliveries or collections have been missed. Keep accurate records of discussions or correspondence with customers ensuring all paperwork in office matches correctly. Keep accurate records of customer interactions and transactions. Analysing statistics or other data to determine the level of customer services needed. Adhere to customer service procedures, policies and standards for department ensuring all data is accurately entered onto the computer system and up-dated as per procedure. Communicate courteously with customers by telephone, email and face-to-face. Provide help and advice to customers using organisations products or services. Produce written information for customers often involving use of computer packages/software. Develop feedback or complaints procedure for customers to use. Ensure you record details of inquiries, comments and complaints received. Ability to develop on-going, rapport with customers and colleagues and obtain relevant information (and documents) from all parties. Ability to build strong professional relationships with customers/colleagues. Strong phone etiquette to ensure professional interactions with customers. Provide accurate information regarding products and services. Assist customers with order placements, changes, and cancellations. Handle complaints and resolve issues in a professional manner. Upsell products and services where appropriate to enhance customer satisfaction. Maintain detailed records of customer interactions and transactions through data entry. Collaborate with team members to improve service delivery and customer experience.

Skills

Excellent communication skills in English; Transport Management System (DESIRABLE). Experience of working at a similar level. Computer skills - Excel, Good communication skills, interaction at all levels internal and external. Listening skills. Geographical knowledge. Data collection. Adaptable. Attention to detail. Team player with a flexible Can Do attitude. Ability to analyse customer needs and provide tailored solutions. Experience in upselling techniques to promote additional products or services. Proficient in data entry with attention to detail for accurate record keeping. A friendly and approachable demeanour to foster positive customer relationships.

Join us in delivering outstanding service while growing your skills in a supportive environment!