Job Description
Customer Service Agent
A respected client within the IT sector is currently seeking a proactive and empathetic Customer Service Agent to join their support function. This role involves managing a wide range of inbound customer enquiries, with a focus on post-sales support, product queries, and logistical challenges. The successful candidate will demonstrate high emotional intelligence, strong problem-solving abilities, and a commitment to providing exceptional service.
Key Responsibilities:
Take full ownership of post-sale customer issues including incorrect shipments, damaged goods, product returns, and order discrepancies.
Coordinate return processes and collaborate with the procurement team to ensure swift and effective resolution of product-related concerns.
Manage enquiries related to delivery times, tracking updates, shipping delays, and other logistics-related matters.
Respond to incoming technical queries about purchased products with professionalism and clarity.
Serve as a first point of contact for product-related sales enquiries, ensuring accurate and helpful information is provided.
Investigate and resolve issues in a timely manner, keeping both customers and internal stakeholders updated throughout the process.
Accurately log all customer interactions in the company's CRM system (Salesforce).
Ensure customers are kept well-informed and reassured through clear and effective communication.
Foster strong, long-term relationships with customers, promoting trust and loyalty.
Work closely with internal teams including sales, warehousing, and procurement to ensure consistent and reliable service delivery.
Manage and resolve complaints and escalations, identifying and feeding back opportunities for improvement in customer workflows and service delivery.
Candidate Profile:
The ideal candidate will have previous experience in a B2B customer service environment, particularly within sectors involving complex product handling or logistics. They will possess a solutions-focused mindset, strong communication skills, and a collaborative attitude.
Customer Service Experience (minimum 2 years)
Ideally IT background
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Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.
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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
