Customer Service Representative

Fareham, Hampshire, United Kingdom (On-site)

Job title: Customer Service Representative

Department: Customer Service

Working hours: Monday - Friday. 9am to 5:30pm on Mondays, Tuesdays and Fridays, 9am to 5:15pm on Wednesdays and Thursdays

Responsibilities

• Receive and process customer orders in the ERP system following company procedures and customer requirements.
• Cooperate with other departments to ensure orders are shipped with the highest level of service.
• Work within the KPIs set by management.
• Maintain records of all orders and related documentation for easy reference and auditing purposes.
• Process credit requests within one working day, ensuring compliance with terms and conditions.
• Ensure internal controls compliance, taking ownership of the process so that audits are passed as per SOP.
• Maintain accurate daily updates of credit receipt processes.
• Support management structure and perform additional tasks as required to meet business objectives and internal control guidelines.

Qualifications

• Excellent spoken and written English.
• Strong organizational, problem solving and administrative skills with attention to detail.
• Ability to use own initiative and make decisions within the remit of the role.
• Proficiency with Microsoft Office, ERP and CRM systems for order placement and customer communication.
• Enthusiastic, flexible and a team player, able to work independently or with a team.
• Confident communicator, able to interact with people at all levels, keep situations calm and provide assistance to internal and external customers.
• Strong customer facing skills and clear communication.
• Ability to manage multiple priorities while meeting deadlines, targets and KPIs.
• Proactive focus on continuous improvement.
• Demonstrated problem solving skills.
• Ability to adapt to different personalities and customer needs.
• Fast learner, able to grasp procedures and processes quickly.
• Exceptional administrative skills.

Experience & Education

• Proven problem solving experience.
• At least 1 year of experience in a high volume call centre or contact lens/optical environment (preferred).
• Experience dealing with diverse personalities and external customer service.
• Strong administrative background.

Benefits

Competitive compensation and a benefits package including 25 days holiday, pension scheme, healthcare cover, life assurance, access to our Wellness Platform, discounted contact lens scheme and LinkedIn Learning access.

Equal Opportunity

All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.