Job Description
Job Specification: Customer Service Executive
Job Title: Customer Service Executive
Location: Nottingham
Reporting to: Customer Service Team Leader
Purpose of the Role:
The Customer Service Agent is responsible for handling all inbound customer queries, ensuring a seamless and satisfactory experience for customers. This includes addressing inquiries related to products, services, logistics, and post-sales support. The role requires a high level of emotional intelligence to empathise with customers while demonstrating accountability in resolving their concerns efficiently.
Key Duties and Responsibilities:
Manage post-sales inquiries, including incorrect product deliveries, shipping discrepancies, damaged goods, and product returns.
Process product returns and collaborate with procurement teams to facilitate timely resolutions.
Handle inquiries related to delivery timelines, shipping delays, order tracking, and other logistical matters.
Respond to technical queries regarding purchased products, ensuring accurate and helpful information is provided.
Serve as a key point of contact for incoming sales-related product queries.
Investigate and resolve customer issues promptly, providing clear updates to customers and internal teams.
Maintain accurate records of all customer communications and queries within the CRM system (Salesforce).
Communicate clearly and effectively with customers to ensure they fully understand the provided resolutions.
Foster strong customer relationships to encourage repeat business and enhance customer satisfaction.
Work collaboratively with sales, warehousing, and procurement teams to meet customer requirements and prevent post-sales issues from affecting future sales opportunities.
Handle complaints and escalations effectively, ensuring a satisfactory resolution while identifying areas for customer journey and workflow improvements.
Skills and Experience Required:
Proven experience in a customer service role, preferably within a product-based or logistics-driven industry.
Strong problem-solving skills with the ability to take ownership of customer issues and resolve them efficiently.
Excellent verbal and written communication skills.
Ability to handle multiple tasks in a fast-paced environment while maintaining high levels of customer satisfaction.
Experience using CRM systems, particularly Salesforce, is desirable.
High level of emotional intelligence with the ability to empathise with customers and build strong relationships.
Strong teamwork and collaboration skills to work effectively with different departments.
Ability to manage complaints and escalations professionally and effectively.
Key Competencies:
Customer-focused approach with a strong sense of accountability.
Detail-oriented and organised in handling queries and maintaining records.
Proactive and solution-oriented mindset.
Adaptability and willingness to continuously learn and improve customer service processes.
This role offers the opportunity to play a vital role in enhancing customer experience and satisfaction, making a direct impact on business success through excellent service delivery. If you are a dedicated customer service professional with a passion for problem-solving and relationship management, we encourage you to apply.
Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.
Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.
If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
