Customer Care Agent

Customer Care Agent - Mid Kent

£26,000 - £28,000

Full-Time | Office Based

Monday - Thursday | 08:00 - 17:00

Friday | 08:00 - 16:00

Customer Service. Account Support. Sales Administration.

Pearson Whiffin Recruitment are currently recruiting for a Customer Care Agent to join a busy and established customer service team based in Sittingbourne.

This is a great opportunity for someone with strong customer service and administration experience who enjoys working in a fast-paced environment, managing customer accounts and building strong relationships.

The role will predominantly support national account administration, working across major customer portals and accounts, while also providing support across the wider Customer Care and Key Account teams.

The Role

Working as part of the Customer Service team, you'll be responsible for handling customer enquiries, managing account administration and supporting the smooth processing of customer orders.

Responsibilities will include:

• Handling first-line customer service enquiries across Customer Care, Key Account Support and national accounts
• Managing administration for key and national customer accounts
• Processing and monitoring orders using internal order management systems
• Using CRM systems and customer portals on a daily basis
• Ensuring customer orders are processed accurately and dispatched on time
• Supporting Key Account Managers with order management and account administration
• Identifying order issues, discrepancies or delays and taking appropriate action
• Working closely with internal departments to resolve customer queries and complaints
• Managing customer expectations and providing regular updates where required
• Monitoring workload against agreed targets and SLAs
• Maintaining accurate customer and account information
• Managing high-volume and high-value customer accounts
• Providing feedback to management to help improve the customer experience
• Building strong customer relationships through telephone and written communication
• Supporting wider customer service and sales administration activities when required

What We're Looking For

• Previous experience within a customer service, customer care or sales administration role
• Experience working within a B2B or business-to-retail environment would be advantageous
• Previous experience managing customer complaints and resolving issues
• Confident communicating with customers over the telephone
• Strong written and verbal communication skills
• Excellent attention to detail
• Comfortable working in a fast-paced environment
• Able to prioritise workload and manage multiple tasks effectively
• Proactive approach with the ability to use initiative
• Strong customer-focused attitude
• Experience managing large, national, VIP or high-turnover customer accounts would be highly desirable
• Comfortable working across different departments to resolve customer issues
• Quick learner with good systems knowledge

Systems Experience

Experience using the following would be highly advantageous:

• CRM systems such as HubSpot, Salesforce, Zendesk or Freshdesk
• Microsoft Excel
• Order management systems
• Customer and national account portals
• Company databases and account management systems

What's On Offer

• Salary of £26,000 - £28,000 , depending on experience
• Full-time, permanent position
• Monday to Friday working hours
• Early finish on Fridays
• 23 days annual leave plus bank holidays
• Staff discount on company products
• Opportunity to work with major national customer accounts
• Varied role combining customer service, account management and sales administration
• Supportive and collaborative working environment

Please note, due to the expected high volume of applicants, only suitable candidates will be contacted.

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