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Customer Service Assistant job in Scotland job in Scotland

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Job Ref:  119412AMN
Employer:  Morson International
Country:  United Kingdom
City:  Scotland
06/10/2016 20:12
UK T&P team - need SPANISH or ITALIAN
Description / Responsibilities of Position:
The Account Administrator is primarily responsible for managing the relationship with T&P channel customers on a day to day basis. Primary contact will be via the telephone, taking customer calls and handling them in an appropriate manner.
The main responsibilities include:
To take individual responsibility for a dedicated number of customers within the T&P channel.
To respond promptly to customer inquiries and requests primarily by phone but also by e-mail and fax and taking ownership to ensure the customer receives a high level of service at all times.
To handle and resolve customer complaints timely and in a professional manner.
To direct any requests and unresolved issues to the designated internal resources.
To follow up customer orders with internal departments on time and update customers proactively.
To communicate and coordinate with internal departments
To record details of actions taken
To follow up on customer interactions
To escalate issues to the Teamleader or Management level on time.
To support other Customer Care team roles when required/requested.
To support projects and process improvements to increase customer satisfaction and productivity
Key Metrics:
Customer satisfaction ratings
Call stats
Experience with SAP preferred not essential
Good working knowledge of Microsoft Office packages
Interpersonal skills
Communication skills both verbal and written
Listening skills
Customer focused
Attention to detail and accuracy
Team minded
Self motivated
Knowledge of Customer Service principles and practices
Fluent in English and Spanish/Italian
Role will be temp cover, max 12 months.
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