Customer Care Agent

My Sittingbourne based client has an exciting opportunity for an experienced Customer Care Agent to join the team who support their national B2B customer base. The successful candidate will be a good administrator, have excellent customer service skills with the ability to work in a busy fast paced environment.

The role will involve:

• Collaborating across various functions to handle first-line customer service enquiries and perform sales administration tasks for Customer Care, Key Account Support, and the Nationals account base. You should be confident working within each area, using the telephone, CRM/Emails.
• Meeting and achieving targets and SLAs while managing your daily workload to ensure these metrics are met.
• Using company databases proactively on a daily basis to contribute to departmental goals, including order management systems, CRM, and national accounts company portals.
• Working with all internal departments to resolve customer queries and complaints and administration.
• Supporting Key Account Managers by ensuring orders across their base are sent out on time and in full. Identifying anything that needs correction and take appropriate action.
• Providing feedback to management for continuous customer improvement.

You will:

• Have experience in a similar customer service role, ideally within a similar B2B/B2R industry, and in managing/resolving customer complaints. Sales administration experience, particularly with national accounts, is highly desirable.
• Display excellent customer service skills.
• Advocate for customer needs constructively with internal colleagues.
• Be proactive and demonstrate initiative with a keen eye for detail.
• Possess excellent communication skills (both verbal and written) and adjust them, as necessary.
• Be accustomed to working in a fast-paced environment, able to prioritise and manage your workload to ensure urgent tasks are addressed promptly.
• Have experience with Excel and CRM systems such as Hubspot, Salesforce, Zendesk or Freshdesk. (highly desirable).
• Have experience managing high-turnover accounts, such as national accounts or VIP customers.
• Be comfortable speaking to customers over the phone, as we prefer agents who resolve issues faster and build customer relationships through phone calls rather than relying on emails.
• Be a quick learner.

Full time office based, working 8-5 Monday – Friday with a 4pm finish on Fridays

23 days holiday plus all bank holidays

Staff discount on products