Lead ProCare Customer Experience Representative
Lead ProCare Customer Experience Representative
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Job Description
Lead ProCare Customer Experience Representative
Location: Newbury
Contract: 12 Month Maternity Cover
Position Summary:
The Lead ProCare Customer Service Representative is an experienced ProCare Customer Service Representative wellversed in the daytoday activities and the procedures around technical customer service including service contract management. The Lead ProCare Customer Service Representative has a good view of the way the team integrates with other teams in the ecosystem.
Key Activities & Responsibilities:
- Processing Repair / Work Orders incl. Loaner management
- Arranging returns and collections and handling proof of delivery and pricing requests
- Handling incoming emails and calls
- Proactively communicating with internal & external customers
- Investigating and resolving invoice disputes
- Logging and follow up of issue resolution and related communication back to the customer
- Take responsibility for executing tasks and supporting colleagues across several complex areas / processes
- and queries
- Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
- Working collaboratively with other functions and divisions on crossfunctional or customer specific topics
- Assist in supporting and training more junior colleagues
- Act as a mentor for more junior customer service representatives
What you will need:
Education / Qualifications:
- High School diploma or equivalent
- Preferred: Further education in a relevant discipline
Experience / Skills
Essential:
- Experience in technical customer service order management or contact center roles
- Has demonstrated the ability to build strong relationships with customers and colleagues
- Can communicate proactively and professionally with Sales team members and Customers
- Ability to adapt to different types of people and situations to ensure positive outcomes
- Advanced knowledge of MS Excel MS Outlook MS Word Internet
- Good ERP system knowledge
Desirable:
- Solid understanding of Customer Service process flows
- Solid understanding of good documentation practices and documentation retention
- Experience in service and maintenance order management or technical customer contact processes
- Has some experience of handling difficult situations independently
- Working level of English
Competencies / Behaviors
- Being able to stay in act and to remain calm under pressure whilst communicating effectively to customers and other stakeholders
- Proven ability to solve problems and queries
- Ability to work on their own initiative prioritizing and organizing workload based on their own experience as well as input from supervisor
- Highly customer focused
- Strong collaborator which sets high performance standards
- Strong internal drive and motivation to make a difference
- Positive optimistic mindset and cando attitude
- Initiator that can identify and initiates actions to improve process outputs on Service Cost & Quality
- Acts with integrity
- Ability to make autonomous decisions on operational and tactical levels
- Willingness to develop lean approach.
- Solid troubleshooting and problem solving skills under pressure are required
#IJ
Travel Percentage: 0Required Experience:
Unclear Seniority
Employment Type
Full-Time
