Customer Service Agent - 12m FTC

Job Description

Job title: Customer Service Agent 12m FTC

Job Description

Job title: Customer Service Agent 12m FTC

Department: Customer Service

Location: Fareham, Delta Park (hybrid)

GLS: P01

Working hours: Monday – Friday. 9am to 5:30pm on Mondays, Tuesdays and Fridays, 9am to 5:15pm on Wednesdays and Thursdays (3 days per week working in the office, 2 days at home)

A brighter future awaits you

CooperVision is one of the world’s leading manufacturers of soft contact lenses with a presence in over 100 countries. Being part of CooperVision means helping improve the way people see each day. It’s more than making contact lenses, it’s about giving lens wearers freedom and confidence to move about their daily lives. We’re all about bright futures – for our people and those who wear our contact lenses.

Job summary – What to expect:

As a Customer Service Representative, your role will be to provide high quality, fast and efficient customer service to our customers. Your responsibilities will include:

• Answering inbound Customer Calls
• Receiving and processing Customer orders on the ERP System in line with Company procedures and Customers requirements.
• Working closely with other Departments to ensure customers orders are shipped to the highest level of service.
• Working within the KPIs given to you by the Management Team.
• Keeping and maintaining records of all orders and relevant documentation for easy reference and auditing purposes
• Ensuring all Credit requests are received in written form detailing BP, Invoice Number/Order Number, etc.
• Processing credits within 1 working day, subject to appropriate level of authorization and ensuring they are in line with Coopervision’s Terms and Conditions
• Ensuring all Internal Controls are complied with and take ownership and responsibility of the process so that Internal and External audits are passed as per SOP.
• Scanning all customer credit records and file on the computer system
• Ensuring that the credit receipt process has been updated daily.
• Supporting the management structure and carry out any other additional tasks as required to meet the business needs and objectives in accordance with the corporate internal control guidelines (where applicable individual system access may be restricted).

A Full Job Description Is Available Upon Request.

About you:

We are looking for someone with:

• Excellent spoken and written English
• Good organizational, problem solving and administration skills, attention to detail is key.
• Ability to use own initiative and make decisions within the remit of the role.
• Use of Microsoft Office, ERP and CRM systems is needed to place orders and maintain customer communication and feedback.
• Enthusiasm and flexibility, a Team Player, able to work alone or within a team, with good inter-personal skills.
• Confident communication - able to relate to people on all levels. Provide effective communication, convey and receive instructions, able to keep situations calm and provide assistance to internal and external Customers with queries.
• Strong customer-facing skills, including clear and precise communication
• Ability to manage multiple priorities whilst hitting deadlines, targets and KPIs
• Proactive focus on areas of continuous improvement
• Proven problem-solving skills
• Excellent communication skills
• Dealing with different personalities and the needs of employees and external Customers
• Ability to learn procedures and processes quickly, able to listen to others and understand their requirements.
• Exceptional administration skills
• The role is part of a support function requiring a high level of collaborative dialogue with Functional Management
• Good Team Worker - adaptable to situations and people. Able to utilize other people’s skills and talents.

Experience & Education:

Experience:

• Proven problem-solving skills
• Excellent communication skills
• Ideally will have proven experience of working in a high-volume Call Centre environment (At least 1 year experience working in a Call Centre), or contact lens/optical experience
• Dealing with different personalities and the needs of employees and external Customers
• Ability to learn procedures and processes quickly, able to listen to others and understand their requirements.
• Exceptional administration skills
• The role is part of a support function requiring a high level of collaborative dialogue with Functional Management
• Good Team Worker - adaptable to situations and people. Able to utilize other people’s skills and talents.

What we offer:

You’ll receive competitive compensation and a fantastic benefits package including 25 days holiday, pension scheme, healthcare cover, life assurance, access to our Wellness Platform to support you in mental health and wellbeing, a discounted contact lens scheme and much more!

We are committed to our employees’ personal and professional development and offer extensive training to support your career growth and help every individual to reach their full potential. To help us achieve our goals, we’ll give you everything you need to help you achieve yours.

We also provide access to LinkedIn Learning to help you develop in your career and grow with CooperVision.

What you can expect:

As a CooperVision employee, you’ll be welcomed into a diverse and progressive global business. We appreciate how important fostering an inclusive culture is and how different perspectives add value and contribute to our success.

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