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Customer Service Administrator

KROX940922_1605815977

Salary Package: £17000 - £18000 per annum
Location: Didcot, England
Consultant: Kathy Rusher
Posted: 19/11/2020

Description:


Berry Recruitment has registered an exceptional opportunity that has just arisen to join our client based in the Harwell area as a Customer Service Administrator on a permanent basis.

Role: Customer Service Administrator
Location: Harwell, Oxfordshire
Hours: 35 Hours (Monday – Friday)
Salary: £17,500 - £18,000 per annum
Benefits: Generous Holiday Allowance

The purpose of the role is to provide great customer service, administrative support and specialist knowledge to members and customers; being the first point of contact for member applications, renewals, ordering of products and services including National Gift Vouchers and general enquiries all received via phone and online.


Key Responsibilities:



  • Processing new participants in the gifting schemes; receiving and processing customer orders for the schemes, through our CRM database and automated systems in readiness for picking, packing and distributing directly and through a third party fulfilment company.

  • Sorting, validating and processing the voucher redemption claims daily, through our CRM database and automated systems in adherence to the agreed service level agreements.

  • Responding to member, prospect, consumer and other stakeholder queries and requests efficiently and in a professional and timely manner, whilst being thorough and offering a one contact resolution wherever possible.

  • Recording the details and outcomes onto the CRM database to maintain records and reference data.

  • Account management of a defined number of members; making contact with them at various times of the year to ensure member satisfaction is maintained, liaising with the member support team as required.

  • Support with outbound calls as required, promoting specific products.

  • Supporting the Services Supervisors with the processing of member applications, collating information as required for approval by the Board or Council.

  • Complete administrative support for all current and future initiatives as required, including data set up, recording and invoicing.

  • Dealing with queries and complaints in a professional manner, referring complainant to the Complaints Policy and Procedure where required and liaising with key individuals as required.

  • Escalate to the Services Supervisor where required.

  • Providing administrative support for the annual subscription renewal process, including processing payments and carry out functions to maximise prompt payment.

  • Following organisational process and procedures to ensure member expectations and agreed service level agreements are met.

  • Managing and protecting member and customer information in accordance with policy and data protection legislation.

  • Undertaking such other duties, commensurate with the responsibilities above, as may from time to time be required by members of the management team.



Candidate Specification:



  • The ability to work as part of a team, support colleagues and promote excellent team spirit

  • Commercial awareness of the value aligned to products and services

  • Experience of working in a customer facing environment

  • Effective written, verbal and electronic communication skills

  • Strong administrative, organisational and time management skills

  • An eye for detail with the ability to multi-task, work well under pressure and within a small team

  • IT Literate with demonstrable knowledge of MS Office including Outlook

  • Educated to A Level standard or equivalent Desirable Knowledge, Skills and Experience required:

  • Experience of working with a customer database and/or finance sys
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