Customer Service Representative

Customer Contact Representative – German
Weybridge
£18,000 – £20,000 per annum
 
1-1 Recruitment are seeking a Customer Contact Representative to join our client’s friendly, ever-expanding team. The purpose of this role is to be the primary point of direct contact and communication with customers, including hospitals, physicians, and pharmacists. The ideal candidate will be responsible for servicing customer needs and providing information. Ensuring all enquiries are processed accurately, following the set processes.
 
KEY RESPONSIBILITIES:
·Respond to inbound emails and faxes consistently meeting and maintaining the department KPI’s ensuring that response times for the customer does not fall outside of SLA
·Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer’s needs
·Resolve customer enquiries with relevant Q&A and options, escalating when out of scope
·Make outbound calls to assigned customers to projects as needed
·Manage large amounts of incoming mails in a Service Cloud ticketing queue
·Reply, resolve, assign queries withing strict deadlines to achieve SLA’s
·Ability to identify and assess customers’ needs to achieve satisfaction
·Build sustainable relationships and trust with regional Account Executive & Team Leads through open and interactive communication
·Provide accurate, valid, and complete information to the customer by using the right methods/tools
·Keep accurate records of customer interactions in Service Cloud.
·Follow communication procedures, guidelines, and policies
·Take the extra mile to engage customers
·Ensure that complaints are escalated immediately and corrective actions are implemented promptly to ensure customer relationship is maintained
 
KNOWLEDGE, SKILL & EXPERIENCE:
·Fluent language ability (both written and verbal) for assigned region(s). Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums
·Educated to A level standard
·Demonstrable experience of working in a customer service environment
·Customer Account management skills in a business-to-business environment with the ability to develop relationships with customers
·Inbound response handling
·Outbound calling capability
·Good working knowledge of all Microsoft Office packages (Word, Excel, PowerPoint etc. )
The 1-1 Recruitment Group is a leading recruitment agency for permanent, temporary and contract recruitment solutions. Due to the high volume of applications we are receiving, please note that if you do not hear from a consultant within 5 days, unfortunately your application will have been unsuccessful on this occasion. Please keep an eye on www.1-1recruitment.co.uk for any other potential vacancies that maybe of interest to you.