Overview
JOB DESCRIPTION
JOB TITLE: Customer Care Liaison
JOB PURPOSE SUMMARY: Provide support to sales representatives from quote to invoice; ensuring impeccable, all-around customer service and accuracy of database records.
RESPONSIBILITIES
• Provide a friendly memorable customer service experience to all customers.
• Actively resolve any issue by contacting the customer to rectify any errors on orders and prioritise orders to ensure their urgency.
• Assist with any inquiries, questions, and complaints in an efficient and timely manner. • Process survey requests, invoices and quotes and reports within SLA’s.
• Ensure an accurate, timely and efficient order process from the point of entry through to dispatchment.
• Provide administrative support to the Sales function and administer the returns processes.
• Liaise with various departments to ensure the customer is provided with the best level of service.
• Maintain confidentiality, sensitivity and respect, ensuring all data is handled in line with data protection and used for a specific, business related purpose only.
• General office administrative duties such as making enquires, gathering info, data entry, scanning, filing, answering telephone queries etc.
• Deliver an outstanding customer service experience via communication networks including; telephone, live chat and ticket system.
• Collate and analyses customer satisfaction surveys.
• Identify any common queries/trends effecting customer service delivery and escalate these for investigation.
GENERAL DUTIES
• Provide outstanding products and an effortless customer experience. ‘Think Customer First’
• Deliver tasks with a focus on quality and quantity.
• Manage, organise and update relevant data/records as required.
• Interpret instructions and issues arising and respond appropriately according to policies and procedures.
• Identify opportunities for improvement and makes constructive suggestions for change or development
