Customer Service Representative

Permanent
Office
Huntingdon, Cambridgeshire
£17000 - £19000 per annum
8.30 - 5.30pm Monday to Friday
VR/06387
Sally Evans

For: Customer Service Representative - Permanent - Huntingdon - GBP17,000 - GBP19,000 per annum

Meyer Scott Ref: VR/06387

Our client deals with online managed content distribution and printing of posters, brochures, booklets and flyers to 140 countries around the world and contracts with over 2,000 companies.
have been dealing with this organisation since its inception in 1997 and have placed a large number of local people with this business from art workers, to customer service staff, packers and sales.
Welcoming business, based on a Business Park with friendly large open plan offices offering free car parking.

Overview

The role of the Customer Service Representative is to deliver the highest level of product and service whilst maintaining/building customer relationships. As a leading provider in the funeral stationery industry we aim to make our customers more successful by purchasing our products. This ethos is a core value that runs through our company from top to bottom.

This is both a challenging and rewarding role that involves interaction with customers who are in turn dealing with families at an emotional time - as such, it requires an exceptional level of professionalism, empathy and courtesy.

Your role is to process orders through our state-of-the-art online production system to the design studio, discuss design elements with the customer and resolve any issues with product specification or delivery. You are responsible for making sure the job reaches production in time to meet deadlines.
Ideally, the Customer Care Representative will also have some knowledge of: the print process, the design process, design applications and be able to assist customers in design related queries. However, these skills can be taught and developed to a willing candidate.

Person Specification:

The successful candidate must be able to demonstrate the following character traits:

Empathy for our customers
Exceptional spoken and written communication
Be able to demonstrate a patient, calm and understanding nature to all stakeholders both internal and external
Must be able to multitask, i.e. run dashboards, answer emails and take phone calls throughout the course of the day
Must be an upbeat, team player who is willing to support colleagues through a busy working day.

Main tasks:

Process work requests through the online ordering and job tracking/proofing system
Ensure jobs meet their deadlines and chase when required
Respond to queries from the graphic design team
Build customer relationships
When required, provide technical support for the online ordering system, assisting funeral arrangers step-by-step through the ordering and mark-up process. (Full training will be given)
Record customer complaints and escalate to Customer Success Manager (CSM) or senior management when required.
Help to resolve print production issues as required
Source local print providers in emergency situations


Skills and Experience

Essential:
At least two years experience in a customer facing/interactive role
Experience of phone, email and chat support
Computer literate
Exceptional written and verbal communication skills

Preferred:

Print production knowledge
Design knowledge

7.5 hour shift, rotating between hours of 08.30 - 17.30 to cover office hours (30 min lunch)





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