Customer Service Administrator

Job Title               

CUSTOMER SERVICE ADMINISTRATOR

Immediate MANAGER        

CUSTOMER SERVICE MANAGER

   

 

2.   JOB PURPOSE

 

The Customer Service Administrator is responsible for the efficient handling of all customer complaints in an efficient and timely manner.

The Customer Service Administrator reports to the Customer Service Manager and is responsible for assisting with all aspects of customer complaints.

The Customer Service Administrator may be required to prepare spread sheets, reports and bulletins in order to maintain databases and assist in general office operations.

 

 

 

3. Organisation Chart Group

Customer Service Administrator

 

Customer Service Manager

 

4.   MAIN ACCOUNTABILITIES

Main activities:

  

  • Answer telephone calls promptly and direct/action appropriately
  • Respond promptly to customer enquiries
  • Handle all customer complaints and maintain CRM
  • Log all calls on the system
  • Work with the Area and Regional Managers to resolve customer complaints
  • Direct complaints and unresolved issues to the appropriate teams
  • Monitor and provide feedback on the efficiency of the customer service process
  • Ensure all processes are followed
  • Ensure CRM is kept up to date and all relating correspondence is attached

The Customer Service Administrator will also be expected to:

  • Meet/Greet guests and providing tea/coffee etc. as required
  • Assist with meeting room bookings and clear/restock
  • Assist and cover other Company Administrators as required, particularly during busy periods and periods of annual leave.

 

5.   WORK CONTEXT

 

The post is based at MFG’s Head office in St. Albans.

 

6.   KNOWLEDGE AND SKILLS REQUIRED

=         Previous customer service experience is essential

=         Excellent communication skills; verbal, electronic and written

=         Highly computer literate with excellent working knowledge of Microsoft Office programmes

=         Excellent organisational skills with the ability to prioritise tasks and to work to deadlines

=         Ability to achieve targets whilst maintaining accuracy

=         Ability to develop positive working relationships with colleagues and external contacts

=         Rational decision making and judgement

7.   COMMUNICATIONS

Main internal contacts of the post are:

  • Customer Service Manager
  • Managing Director, Operations
  • Operations Directors
  • Regional Managers
  • Area Managers
  • Other Directors
  • Other Head Office Personnel

A variety of communication methods will be used

8.   KNOWLEDGE AND SKILLS REQUIRED

You will be passionate about improving our business reputation and service excellence, plus able to apply retailing industry experience to drive the efficiency of the function forwards.

=         Previous customer service experience

=         Previous supervisory experience

=         Excellent verbal and written communication skills

=         Positive expectations of success and delivery

=         Experience leading a team to targeted KPIs

=         Empathetic

=         Decisive

=         Approachable

=         Adaptable