Customer Care Administrator

Vibe Recruit are working with a leading British manufacturer of quality metal ceilings and bespoke architectural metalwork in the Bridgend area. They design and supply commercial ceilings and interiors and produce suspended ceilings for a vast range of spaces, for all matters of public and private clients across the world. We are currently looking for an experienced administrator who also has customer service experience.

Role

The successful candidate will act as the first point of contact for customer queries via email or telephone. You will be tasked with logging and investigating customer complaints, taking ownership of issues to ensure they are resolved in a timely manner. You will liaise with internal stakeholders as the voice of the customer, regarding issues that may affect the customer. You will also Maintain thorough and accurate records of complaints, delays, queries, or expedition requests in the CRM system. The successful candidate will need to clearly communicate with colleagues to ensure a high level of customer service is maintained.

Responsibilities

• First point of contact for in-coming customer concerns, issues and requests.

• Draft and send Case acknowledgement and Final response letter/reports.

• Raise Return Material Authorisation for replacement, collection and credit of suspect items.

• Take ownership and manage customer expectations, considering their requirements.

• Pro-actively identify and implement solutions with the Internal operational teams to find solutions and resolve any issues that may result in a dissatisfied customer.

• Continual communication with Internal teams to ensure issues have progressed and resolved to ensure the order is delivered on time and in full.

• Work in Partnership with the quality teams to complete relevant containment actions for each complaint.

• Liaise with the customer to determine customer satisfaction at the close of a case.

• Ensure work instructions and standard operating procedures are adhered too

For the right candidate this could become a permanent position.

Vibe Recruit is acting as an Employment Business in relation to this vacancy.