This position provides customer service support and administrative assistance required to effectively manage all incoming customer queries and requests. You will be the first point of contact for customer queries via both telephone and email, working closely with our support teams and branch network to efficiently track, monitor and resolve all customer inbound queries in a timely manner.
Daily interactions with internal and external customers and staff at all levels will help to deliver a valued customer care experience to support a client retention and satisfaction levels.
To provide a ‘right first time’ level of service which ensures customer needs and expectations are met.
Establishing and building rapport with customers, providing accurate and timely information to instil customer confidence in our ability to deliver an exceptional level of service.
To identify opportunities to maximise growth and revenue through cross selling opportunities referring, where appropriate, to our sales teams.
Take full ownership and accountability for customer queries.
Ability to understand, analyse and interpret data.
Accurately record and track all customer service enquiries within the company systems.
Identify and escalate any process issues and offering suggestions/ideas for suitable resolutions.
Pro-actively escalate to management any unresolved customer queries that may breach our agreed SLAs.
To build and maintain strong working relationships with both internal and external customers.
Ensure that all customer data and information is handled with the highest degree of professionalism, safety and confidentiality.
Ensure that clear and concise notes are added onto our systems after each customer interaction, with relevant documentation attached were necessary.
Ability to multitask and work to tight guidelines, maintaining composure when working under pressure.
Taking responsibility for your daily workload and completing different tasks that may be assigned to you in a timely manner.
To deliver the key business objectives, meet business service level agreements and individual key performance indicators.
Required: High School or equivalent.
Previous experience in a B2B customer service role.
Ability to work in a fast-paced environment within the Customer Service Team.
Be able to take ownership of queries to a satisfactory conclusion.
Previous CRM and/or systems experience (SAP).
Previous account creation and account management experience.
Proficient in MS Office products including Word, Excel, Access and PowerPoint.
Maintain a high level of professionalism while working with customers.
Must be accountable and be able to work with minimal supervision to fully resolve customer queries.
Proficiency in basic maths and accounting skills.
Detail oriented.
Results oriented.
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.
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