Customer Care Specialist (Maternity Cover)

Please see details below for the Customer Care Specialist job role and complete the form at the bottom to submit your application.

Location

Bedford

Hours

Full-time

Employment type

Temporary (Maternity Cover)

Role Purpose

To interact with Evess customers and Clients to meet their needs and ensure that they get maximum value from our business. As the first point of contact this role involves receiving customer inquiries via phone calls, emails or in person and resolving them. In situations where the Customer Service Representative cannot immediately satisfy the customer, they refer them to someone who can. This a Maternity Cover starting 3 months but can be extended up to 9 months total.

About the Role

The Client Retention and Customer Care Specialist frequently works with the other Evess teams to offer assistance to customer, whilst collaborating with the Product and Design and Digital Marketing teams to create a voice or tone for communicating with customers. The role also includes sharing knowledge and training the new Apprentices who join the business.

Summary

To provide excellent customer service to customers and clients.

Duties

  • Providing support to enable tracking and resolution of customer requests

  • Investigating and resolving customer complaints then closing enquiries

  • Maintaining a database of customer information

  • Escalating inquiries to the appropriate team, when necessary

  • Checking product or service availability

  • Assisting customers with registration or account creation

  • Passing customer feedback onto the product or sales team to improve the Company’s offerings

  • Providing support to apprentices and to help train and improve their knowledge

  • Any other ad hoc request

Skills

  • Communication – written and oral

  • Customer Care

  • Organising and delegation

  • Fostering team development and collaboration across all departments

  • Knowledge of CRM systems

Requirements

  • Excellent interpersonal and active listening skills

  • Clear communication skills and a strong command of the English language

  • Strong attention to detail

  • Working knowledge of customer relationship management (CRM) tools

  • Ability to work well in a team

  • Multitasking skills and good organisational abilities

  • In-depth knowledge of customer relationship management (CRM) principles

  • Ability to work calmly under high-stress situations

Competencies

  1. Making effective Decisions
  2. Leading and Communicating
  3. Collaborating and Partnering
  4. Building Capability
  5. Managing a Quality Service
  6. Delivering at Pace