Job Description
AOG / Customer Care Specialist - AOG required to join this fantastic agent.
The Customer Care Specialist will be part of a team within the Customer Care Location (CCL) responsible for direct interaction with our customers, proactive customer service, problem solving, customer follow up, interaction with sales colleagues and equally as important, ensuring that our Operational Care Centres (OCCs) have all of the necessary information (including systematic information) to be able to execute on our customers behalf.
The Customer Care Specialist is responsible for ensuring that our customers experience is a positive one each and every time they engage, as well as documenting and investigating any deviations from the expected level of service provided. All of these activities are to be executed via Customer Care systems.
Your Responsibilities
Pro-actively advise and consult Customers to ensure satisfaction.
Monitor customer shipments in order to provide proactive updates to customers and to problem solve (by collaborating with other stakeholders) in anticipation of a customer complaint.
Document, investigate and conduct root cause analysis on any deviations.
Customs activity (examples T1 creation and discharge)
Manage tasks through Business Process Automation tools (BPA) and all related features.
Inclusion and transfer of customer requirements into systems (including sold rates and other agreements) for accurate cost control.
Field Complaint Calls, and provide problem resolution in alignment with stakeholders
Qualification of customer inquiries, Provision of Quotations within corporate guidelines for pricing, Up-selling, and requisite follow up and closure
Your Skills And Experiences
· Strong customer service orientation
· Ability to communicate effectively.
· Problem solving skills.
· Ability to work on own initiative and as part of a team.
· Very good time management skills with the ability to set priorities, fulfil critical tasks in time and keep to deadlines.
· Perseverance and resistant to challenge
· Cope with change and embrace new technologies, demonstrate change management mind-set
· Ability to communicate effectively with an approachable nature.
Fantastic benefits GBP32-35k
4on 4off -7am to 7pm
Please send your CV to kellie.buckley@firstchoiceuk.com