Customer Support Administrator

SF Partners are supporting a brilliant, established and growing business in Coventry (CV6) that are looking to recruit a Customer Support Administrator on a permanent basis.

Salary: £29,000
Working pattern: full time hybrid, approximately 1 weekend working day per month

Provide the highest standards of service and support for customers, both external and internal. Ensuring accurate and efficient service at all times and to undertake and oversee the administrative routines associated with the operation of all client Customers.

Main duties:
-Deal with all telephone calls and emails in a courteous and friendly manner ensuring the customer receives a positive experience and meets their expectations.
-Take ownership of all queries assigned to them and manage the queries correctly.
-Perform customer verifications and security checks.
-Complete all reports and administrative work on time to required standard.
-Undertake other tasks as reasonably directed from time to time.
-Locate all documents / customer information/ How to guides etc. on appropriate system.
-Process orders taking strategic decisions on stock selections and location to fulfil customer requirements.
-Monitor jobs on the road to meet correct ETA's Managing customers' expectations.
-Adhere to all policies and procedures as laid out by the Company including health & Safety and Business Continuity procedures.
-Achieve all personal and team KPIs as set by the client CSM.
-Communicate and co-ordinate with internal departments.
-Undertake other tasks as reasonably directed from time to time.
-Attending regular Team Meetings and training sessions and contributing positively.
-Take ownership of all queries and see through to resolution.
-Handle and resolve customer complaints via phone or email.
-Identify trends, issues taking appropriate action and recommending improvements to procedure and customer service.
-Primary contact on specific key accounts.
-Deal with set up and movement of engineers.
-Mentor new staff members of staff.
-Deliver first time resolutions to customer queries.

Skills and Abilities:
-Excellent communication skills
-Ability to work effectively alone or part of a team
-Excellent telephone manner
-Ability to remain calm and polite to customers at all times
-Excellent telephone manner