Position
Customer Service Executive
Summary:
This position is responsible for the day-to-day management & support of our existing and newly acquired customer accounts. Including individual hotel onboarding, on-going customer service, tracking and processing orders, providing over-the-phone & virtual product training & troubleshooting product maintenance issues. The role is almost exclusively phone-based; however, no cold-calling is involved as all outgoing calls are to established customers. The role is based in our Rochester, Kent office and reports to our Operations & Customer Service Manager.
Primary duties and responsibilities:
Build and maintain strong relationships with our customers, proactively developing a positive customer experience that ensures satisfaction and customer retention. Record all customer contact activity and maintain accurate customer profiles in the Company CRM (Zoho) and SharePoint, using it also to plan daily calling activity. Review customers' product consumption levels and order history to ensure they maintain compliance with the requirements of our programs. Work with customers to offer solutions and strategies to meet and exceed these requirements. Offer alternative options to customers that are unable to consistently maintain minimum requirements. Cross-sell other products to existing customers. When required, assist with the customer ordering process, taking the orders, booking daily deliveries & collections. Provide initial end-user product training to F&B teams on-site via video-based calls, as well as troubleshooting & maintenance support for the end-user operator. Accurately record a maintenance case file in the CRM until successful resolution. Co-ordinate the dispatch and tracking of all equipment placements and returns until complete. Experience/Skills:
3-5 years in a customer service or order management role. Foodservice and/or hospitality industry experience is favourably considered. Strong phone presence, capable of dialing multiple outbound calls (40+) per day. Ability to multi-task and prioritise your time efficiently & effectively. Capable of being part of a small, dynamic, and fast-growing team. Results-oriented with the ability to develop creative solutions to problems. Excellent verbal and written communication skills. Functional knowledge of Microsoft Office 365. Experience working with CRM platforms (Zoho or similar).
#J-18808-Ljbffr
Customer Service Executive
Summary:
This position is responsible for the day-to-day management & support of our existing and newly acquired customer accounts. Including individual hotel onboarding, on-going customer service, tracking and processing orders, providing over-the-phone & virtual product training & troubleshooting product maintenance issues. The role is almost exclusively phone-based; however, no cold-calling is involved as all outgoing calls are to established customers. The role is based in our Rochester, Kent office and reports to our Operations & Customer Service Manager.
Primary duties and responsibilities:
Build and maintain strong relationships with our customers, proactively developing a positive customer experience that ensures satisfaction and customer retention. Record all customer contact activity and maintain accurate customer profiles in the Company CRM (Zoho) and SharePoint, using it also to plan daily calling activity. Review customers' product consumption levels and order history to ensure they maintain compliance with the requirements of our programs. Work with customers to offer solutions and strategies to meet and exceed these requirements. Offer alternative options to customers that are unable to consistently maintain minimum requirements. Cross-sell other products to existing customers. When required, assist with the customer ordering process, taking the orders, booking daily deliveries & collections. Provide initial end-user product training to F&B teams on-site via video-based calls, as well as troubleshooting & maintenance support for the end-user operator. Accurately record a maintenance case file in the CRM until successful resolution. Co-ordinate the dispatch and tracking of all equipment placements and returns until complete. Experience/Skills:
3-5 years in a customer service or order management role. Foodservice and/or hospitality industry experience is favourably considered. Strong phone presence, capable of dialing multiple outbound calls (40+) per day. Ability to multi-task and prioritise your time efficiently & effectively. Capable of being part of a small, dynamic, and fast-growing team. Results-oriented with the ability to develop creative solutions to problems. Excellent verbal and written communication skills. Functional knowledge of Microsoft Office 365. Experience working with CRM platforms (Zoho or similar).
#J-18808-Ljbffr
