Customer Services Coordinator

Job Description

Customer Services CoordinatorThis is a fantastic opportunity to work for one of the London Stock Exchange Group’s Top 1000 Companies to Inspire Britain 2020.Pennine Home Improvements is the North East’s leading, customer focussed retail installer of high-quality home improvement products spanning contemporary extensions, conservatories, orangeries, replacement roofs, windows and doors in both uPVC and aluminium.We are looking for a passionate, driven and customer focused Customer Services Co-ordinator who can flourish and progress within a fast paced, forward thinking environment. You will have the desire to be responsible for providing industry leading levels of customer service, exceeding customer expectations.You will be highly driven, motivated, passionate and determined to succeed, you will be driven to deliver an excellent after-care customer service experience.Hours of work are Monday to Friday 8.30am to 5.00pm.Role Responsibilities·Working with internal and external departments to resolve our customer’s queries, and identify resolution of customer problems;·To respond to email and telephone communication in a timely, friendly, professional and efficient manner;·To develop your product knowledge, keep up to date with product developments and offer customer advice to the resolution of their queries;·To obtain and analyse all relevant information, dealing with product and service inquiries in accordance with the company guidelines;·Communicate on a regular basis with customers, keeping the customer up to date with developments and problems and checking the customer is happy with our service;·To listen to the customers enquiry effectively and determine the best course of action;·Understand quickly the issues the customer is facing, with the initiative to resolve the customer queries, ask the right question and focus on ensuring a resolution;·Reassure the customer so they are confident they enquiry will be dealt with;·To build and create lasting relationships, providing the best possible experience for the customer;·Record customer complaints and where appropriate escalate complaints to the Head of Aftercare;·To meet all complaints targets and ensure individual complaint escalation targets are met;·To maintain all relevant paperwork, keeping paperwork and filing up to date;·To deal with any other administrative duties as required by the Head of Aftercare.Person Attributes·The ability to resolve challenging and at times conflicting issues and priorities is a must;·You must be able to work on your own initiative, identifying the appropriate course of action and applying a logical thought process;·Strong admin skills with a good working knowledge of Microsoft packages;·Excellent communication skills with the ability to develop good working relationships with our customers;·Confident and professional telephone manner;·Excellent problem-solving skills;·A highly motivated individual with a can-do approach to work and the ability to "Make it happen";·Previous customer service experience is a must as is the ability to demonstrate excellent customer service skills;·Excellent listening skills with the ability to keep calm under pressure;·The drive and determination to provide a quality customer experience, dealing with all types of calls including those of a sensitive nature;·A passion and determination to deliver exceptional customer service and create the best possible experience;·Excellent interpersonal skills with the ability to communicate both verbally and in writing and develop a good rapport with all contacts;·Excellent organisational skills with a high level of attention to detail;·A highly responsive individual, you will understand the importance of responding quickly to daily challenges and will want to make a difference;·Quality driven & professional, employing the highest levels of honesty, probity and integrity.If you would like to be considered for this opportunity, please send your CV and covering letter detailing your salary expectations. Required skills

Lasting Relationships

Conservatories

Home Improvement

Inquiries

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Lasting Relationships Conservaties Home Improvement Inquiries