Customer Service Administrator

Customer Service Administrator
Dunfermline, Fife

ROLE SUMMARY This growing multilingual team based in Dunfermline is responsible for supporting Optos's Customers across the European region. The role involves day to day support for Customers and Customer Service colleagues. The team remit is to deliver a world class experience to all Optos Customers at all times. This is a multi-disciplined role and requires someone with a passion for excellence and a drive to maintain high levels of Customer Satisfaction. Exceptional organisational skills are essential.

Essential duties and responsibilities include:

• Triaging of incoming emails in shared Customer Service mailboxes
• Planning and scheduling of Support activities for Customers.
• Creating CRM cases from Customer emails and calls
• Resolve phone, email and fax enquiries from internal and external Customers
• Sales order processing and shipment tracking
• Back order management
• Processing incoming and outgoing post
• Preparation of reports and documents using Excel, Word and Power Point
• Proactively follow up on completed repairs to ensure timely invoicing
• Draft, prepare and process service agreement contracts for existing customers
• Prepare monthly customer mailshot, ensuring accurate content
• Degree level standard of education or equivalent experience
• Strong organisational skills
• A 2nd language in addition to English would be a benefit (German, Spanish, French)
• Total commitment to providing an exceptional customer experience
• Ability to work in a fast-paced environment and to be able to effectively manage multiple tasks across several business systems
• Strong attention to detail
• Excellent verbal and written communication skills
• Computer literate - Excellent Excel, Word and Power Point skills
• Team player