Customer Service Assistant

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Job description

Permanent Role - Customer Service Assistant.

Please include a covering letter.

Role Function and Purpose

Customer Service Assistants are responsible for providing customers with an exceptional level of service. You will be on hand to help by answering questions via the phone/email or face to face. As a customer service assistant your role is paramount for the interface between the company and the customer, acting as a company's first point of contact and advising the customer on the clients product or service and processing their orders. (There is no account management involved)

You must be a team player, with a proactive and professional attitude and have the proven experience working within Customer Service.

Key Duties and Responsibilities

Operate as the point of contact for all customers including all incoming enquiries via email and telephone or face to face to ensure customers receive a first class customer service and are made aware of our products and services

Ascertain customer requirements and recommend suitable products, offering alternatives

Understand the needs of the customers whilst taking into account the needs of the company

Process quotes on behalf of the customers and be actively following up, obtain feedback from the customers and inform management of any issues or look for ways to resolve and encourage customer to accept the quote

Process orders and regularly update customers on status, raising any concerns to all department managers

Updating TSS with all swatch requests and follow up in a timely manner to convert to an order

Actively input pro- forma customers onto TSS and follow up payments prior to orders going out

Deal with customer payments via the phone and taking on line payments

Attend to showroom and assist customers with enquiries

Assist with Showroom redressing as directed by Sales Office Manager

Manage all Swatch requests ensuring customer receives in a timely manner, and following up to convert to an order, ensuring entered onto the TSS system for reporting purposes

Any other duties delegated by the Sales Office Manager or Team Leader

At the discretion of the Sales Office Manager you may be asked to cover some other duties during absence or holidays.

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Desired Attributes:

  • Professional in written and spoken communications
  • An effective and cooperative team player
  • Excellent communication and organisational skills
  • Calm and polite telephone manner
  • Works proactively, strategically and efficiently to meet all deadlines
  • Strong work ethic
  • Passion for excellent customer service
  • Multi-tasking with the ability to prioritise
  • 2+ years in a customer service related role or within a sales office or customer service role
  • IT literate
  • Enjoy working in a small close-knit team
  • NVQ Business Admin/Customer Services Level 2/3 desirable

Salary £19,000 to £20,000 per annum

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