Customer Service - The Planet Group

Seeking hires that are energetic and Customer service focused.  Strong multi tasking and critical thinking (specifically math ) skills are required.  Estimated volume is approximately 20-30 phone calls a day and 20-30  orders processed.  The workload is not high volume, however it is highly detailed phone calls and highly detailed orders.

Support customers by providing timely, relevant information, resolving questions, responding to complaints, and going the extra mile to engage with customers while performing duties in an efficient professional and courteous manner.

Act as front-line support for customers, to ensure customers are satisfied with products, services, and features.

Building sustainable relationships of trust through open and interactive communication both internally & externally. Maintain records of customer interactions, process customer orders, follow communication procedures, guidelines & policies.

RESPONSIBILITIES

-Answer email, telephone, fax, and postal enquiries from existing and potential customers efficiently.
-Ensure all customer calls/enquiries are handled within agreed timescales.
-Record information on calls received; maintain detailed and accurate records through ERP & CRM system.
-Identify opportunities to “up-sell” during customer interaction
Process orders, return authorizations and credit note requests timely & accurately
-Identify, resolve, and record customer interactions liaising with Manufacturing sites and other internal departments and locations as required
-Prioritize workload, organize own time so that deadlines are met and enquires are answered promptly or passed to the appropriate person

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Basic math skills
Strong multi tasking skills
Knowledge of MS Office suite
Knowledge of Customer Service Skills & Practices
Knowledge of company policies & processes
Advanced Telephone skills
Advanced keyboard accuracy
Intermediate Excel skills
Ability to use positive language
Ability to balance multiple priorities
Ability to establish and maintain effective working relationships with coworkers, managers, and customers
Ability to remain calm, especially when under pressure
Positive interactions with members of organization
Time management

#professional