Customer Services Team Leader
Customer Services Team Leader
Location: Portsmouth
Contract Type: Full-time, Permanent
Closing Date: 30 April 2020
Overview:
Monday to Friday 7.00am-4.30pm
Processing orders and enquiries in a timely manner with world class service and a customer centric approach. Reporting to the Sales Team Leader.
Responsibilities:
- Receive and process orders
- Order chase/update
- Incoming enquiries – qualify and process effectively
- Case queries – initiate process
- Information request – process 80% minimum and likely field the rest to technical support
- Admin support for sales and customer service team
- Quote follow up as required by customer services team leader
- Retain and deal with as many calls as possible to free up sales team
Values:
- Fast and process driven whilst unerringly accurate
- Meets deadlines and copes with the pressure
- Pleasant and thinks like a customer
- Calm and unflappable like a rock
- Organised
- Personal touch
Skills required:
- Advanced NetSuite system knowledge
- Understanding of industry and key company targets in view of opportunity processing
- Awareness of all T20 customer profiles
- Professional call and complaint handling
- Advanced excellence in customer service experience
Key Numbers:
- Upsell target (2% ~ 2018)
- Call ring target (3 rings ~ 2018)
