Customer Service Administrator

Job description

  Location
Basingstoke, Hampshire
·  Salary
£12.06/Hour
·  Job type
Temporary
·  External Reference
CS01
·  Industry
Office and Secretarial

Key Responsibilities -

Machine Order Processing - delivering accurate and seamless machines orders to our customers, liaising with customers, field-based associates and third-party suppliers

Incoming Calls - delivering required call handling targets with high professionalism

Administration - delivering required response/completion for specialist customer requests and reporting, including Fully Managed Service (FMS) maintenance

Management of process documentation on Nexus

Deliver a one-stop shop, owning orders and queries through to resolution.

The Customer Service Administrator is an integral member of the Customer Service team, assisting the Service agenda and contributing to all discussions and decisions. They will work collaboratively with colleagues to deliver the required results for the team, ensuring flexible, adequate cover at all times. They will be responsible for managing and coordinating the workload within the team, creating a high-performing team culture while being open to new ways of working with the team, keeping customer centricity at the forefront.

They will ensure all contact with customers is conducted in a professional, informative, helpful and efficient manner that delivers a hassle free service and they will proactively look to complete and drive continuous improvement, aiming to reduce end-to-end time for the customer and adapt processes if necessary. They will use their initiative, knowledge and problem analysis skills to resolve queries that come outside standard processes and procedures and will recognise when a request is outside of their scope to resolve and use organisational agility for resolution & learning potential. Additionally, they will support new product launches and changes across the market.
They will process machine orders with full ownership achieving required service levels, including any related drinks orders, technical calls and FMS validation, processing any related machine work, ie Manual Validations, FMS Rentals and Machine Maintenance Extensions. They will be responsible for managing the FMS database, ensuring customer & contract data is accurately maintained in a timely manner and will ensure the closure of all daily inbox requests by the end of each day. They will regularly review process documentation and update in Nexus as well as ensure all customer information is kept up to date and notes of all conversations are recorded, including updates to contact names and email addresses. Additionally, they will understand and develop personal capability with a view to improving one-stop performance.

Education & Professional Qualification

Minimum A-C in GCSE Maths/English or equivalent
Customer Service NVQ Desirable but not essential

Knowledge/Experience

Excellent planning & prioritisation skills to effectively manage a high and varied workload in a pressurised and often deadline-focused environment
Excellent written / verbal communication skills
Good IT skills, with experience in with experience in SAP, Sales force, Excel and Outlook
Strong telephone techniques
Ability to build good working relationships with internal and external customers
Problem solving ability
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.