Senior Customer Care Represenatative

Vacancy posted: Wednesday, 28 December 2016

Location: Paisley

Job ref. no.: 40734BR

Job Description

Customer Care Representative
Inchinnan, Paisley
Permanent contract

Job Description :

  • Play a key role within the implementation of new assignments and projects, as part of a team or on a individual basis
  • Manage the process for escalated enquiries and complaints to resolution, without managerial support
  • Deal with complex customer requirements, efficiently and professionally as per the service level agreement.
  • Maintain daily customer service reports
  • Provide expertise, guidance and support to colleagues
  • Develop and deliver training and materials to support departmental needs
  • Provide cover to the supporting Manager when required
  • Other duties as dictated by business need
  • Solve / escalate systems issues
  • Provide a high standard of customer service support to Life Technologies customers
  • Manage all telephone / fax / written / web orders within the divisions guidelines, relay price and availability of products to customers where necessary
  • Plays a critical role in building customer relationships and representing the organization
  • Respond and process all telephone enquiries as per the service level agreement
  • Maintain and create new customers accounts
  • Assess individual customer requirements and direct activities to appropriate departments.
  • Adhere to SOP's, SLA's and departmental training guideline

Skills:

  • Experienced Microsoft Office and E1 user (desirable)
  • Strong written and verbal communication skills
  • Must have the ability to identify and solve problems and to multi task under deadlines
  • Customer service experience required, preferably in a call centre/office environment
  • Must possess self motivation , enthusiasm, a positive attitude and perform as a team player
  • Display attention to detail and accuracy in the work place
  • Good organizational skills and the ability to prioritize and / or delegate effectively
  • Demonstrate judgment, tact and diplomacy in dealing with internal and external customers
  • Work on own initiative, work well with others and lead by example

Education:

Requires a Bachelors Degree, preferably in Business Administration or Scientific discipline or the equivalent knowledge and experience

Working Conditions

  • This position requires repetitive typing, considerable interaction on the telephone and regular use of a computer.
  • Most of the other physical demands are typical with those associated with an office environment.
  • We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
*IND-EMEA



s1 says:

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