Customer Care Coordinator

Job Description

o Respond to all emails, live chats and calls requesting order updates and liaise and co-ordinate with other departments as appropriate.o Make outbound calls to customers regarding production queries.o Take primary responsibility for all customer complaints and/or contact by a dissatisfied customer. Ensure that these complaints are logged, dealt with in line with company policy and that the customer is kept informed and updated in a timely manner.o Ensure that all complaints/instances of customer dissatisfaction are thoroughly investigated and findings are documented prior to referring to management for a decision.o Follow up with customers to ensure that the complaint has been resolved to their satisfaction.o Liaise with couriers regarding delayed/lost parcels and communicate back to customers.o Make outbound calls relating to orders pending payment or awaiting artwork approval.o Deal with artwork related queries/tasks.o Monitor/Track Express orders and ensure customer expectations are met at all times.o Co-ordinate with several people/departments at one time (e.g. production, purchasing, couriers, customers, account) to ensure customer expectations are met.o Identify trends within customer complaints and make appropriate recommendations to management as to how the company can improve processes/procedures and/or the website and back office systems to reduce the number of complaints and/or potential for errors.o Maintain a record of all courier claims and ensure these are seen through to the end and ensure that the claim value has been received by accounts.o To maintain accurate and up to date customer records.o Support/cover for the Assistant Business Development Offices when required and/or periods of absence.Knowledgeo Excellent knowledge of customer care and customer relationship management.o Excellent knowledge of complaint handling.o Knowledge of the self-adhesive label industry would be desirable but not essential to the role as full training will be provided.Skillso Excellent telephone manner & presence.o Excellent command of the English language, in written and verbal terms and good comprehension.o Ability to communicate clearly and concisely (written and verbal).o Excellent time management skills with the ability to work under pressure.o Demonstrable problem-solving skills and ability to find answers/solutions.o Ability to learn, retain and apply knowledge acquired through training.o Excellent complaint handling skills.o Ability to co-ordinate with several people/departments at one time (e.g. production, purchasing, couriers, customers, account) to ensure customer expectations are met.o Complete quality work at all times regardless of the volumes of work.o Maintain a high level of attention to detail at all times.o IT literate and able to use and/or learn standard and proprietary software and more specifically, proficient in use of PowerPoint, Word, Outlook, Excel.o The ability to communicate in French (written and verbal) is desirable but not essential.Experienceo Complaint handling experience.o Customer care experience.o Customer service/order placement administrationQualitieso Ability to calm a dissatisfied customer, demonstrate empathy and take control of the situation.o Ability to remain calm and composed when dealing with an upset customer and/or during periods of high level of pressure.o Demonstrates a sense of urgency with actioning complaints and any customer related matters.o Ability to swiftly adapt and respond positively to changeo Ability to maintain a positive, "winning/can do" attitude at all times.o Ability to take ownership and see a task through to completion even though some aspects of the task will be carried out by other team memberso Ability to multi-task, deal with competing priorities and effectively delegate to meet SLAs and maintain customer satisfaction.o Process driveno Ability to empathise with customers and provide appropriate solutions.o Ability to complete tasks within the agreed deadlines.o Ability to work with and understand technical information, processes and parameters.o Quick learner with ability to apply their knowledge (acquired through training) to different situations. Required skills

Communication Skills

Complaints

Customer Care

Investigation

Process Driven

Keyskills :
Communication Skills Complaints Customer Care Investigation Process Driven