Senior Customer Service Executive

What you'll be doing:

Taking ownership of customer queries received via phone, email through to resolution in line with policies/procedures, KPI's and Customer First training best practice. Striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
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.
Assisting Team Manager with all employee and team related issues, deputizing as and when required.

RESPONSIBILITES:
Good working knowledge of Microsoft Office and systems used within Customer Service systems with expertise to assist less experienced colleagues.
Minimum of three years previous Customer Service experience in an office environment including management of complex/challenging customer issues. You have some cross-training experience in other departments/teams.
Experience of encouraging others to work to KPI's/SLA's.
Creative thinking ability with proven problem-solving skills including developing new ideas and making projects.
Provide reports on the customer order status, shipments and backorders as required
Keep track of sample deliveries to his/her customers and follow-up on customer feedback
Provide commercial support to the Sales team
Ensure back-up activities for his/her colleagues within language skill