Customer Service Apprentice

Full Time
Hickstead
Posted 2 weeks ago

Our client is an independent retail distribution service based in Hickstead.  They are looking to recruit a customer service apprentice to support their entire customer base with a high level of customer care, taking ownership of all tasks, escalations and complaints in a timely fashion.

You will have excellent communication and negotiation skills coupled with through investigative and decision-making abilities. Attention to detail is required to ensure a full response is provided and all outcomes are fair, economically feasible and in line with company policy.

Car maybe required due to location (no public transport nearby).

Responsibilities

  • Take client bookings via LiveChat, WhatsApp, telephone or email when required.
  • Handle and log all escalations and customer complaints, taking ownership of the situation, resolving and following up to ensure maximum customer satisfaction.
  • Updating and maintaining client details on the various systems.
  • Provide customers with additional information as requested, such as job performance reports, quarterly management information packs, proof of delivery and price lists.
  • Monitor Customer Dashboard to ensure all jobs are collected and delivered within the agreed SLA
  • Managing client expectations with day-to-day reporting and explanation of requirements of analysis
  • Monitoring and responding to all types of email contact within the specified service level agreement.
  • Fully competent in all systems used by the client’s eCommerce.
  • Provide resolutions, help and advice to colleagues from all areas of the business.
  • Communicate courteously with customers & suppliers by telephone, email, letter, and through Live Chat & WhatsApp and social media.
  • Keep accurate records of discussion or correspondence with customers on all internal systems.
  • Support the field based Account Managers with immediate client response requirements, case management and issue resolution.
  • Keep up to date with developments and innovations in customer service best practice & social media.
  • Become familiar with the delivery network industry, remain current about the services provided by the client’s eCommerce.
  • To undertake any other reasonable duties as required.

Desired skills

  • Ability to make a difference to the customer, delivering high levels of service with minimal supervision
  • Able to work as part of a team, support colleagues and promote excellent team spirit
  • Good understanding of the services customers want from eCommerce logistics
  • A good communicator who listens and is able to express themselves clearly
  • Welcomes change, flexible and adaptable with the ability to deal with various demands
  • Experienced in a fast paced and busy environment
  • Excellent verbal and written communication including: Pleasant and friendly telephone manner at all times with both internal and external customers

 

Personal qualities

  • A problem solver
  • Committed and reliable
  • Resilient
  • Positive individual with a ‘can do’ attitude, results driven approach and attitude
  • Acts with integrity and takes responsibility

Desired qualifications

  • GCSE English and Math – minimum grade 4 / C (or equivalent)

Prospects

  • Potential to progress into a permanent role after successful completion of the apprenticeship

Things to consider

  • Car maybe required due to location (no public transport nearby)

Job Features

Job CategoryCustomer Service
Hours40 hours per week
Salary£4.80-£7.06 per hour

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