Customer Relations Coordinator
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| Job Type | Permanent Full Time |
| Location | Kent |
| Area | Kent, England |
| Sector | Jewellery SalesWatch SalesStore ManagementAfter SalesCustomer ServiceAdministrationWatch Technician |
| Salary | Good salary package |
| Currency | GBP |
| Start Date | asap |
| Job Ref | s21 |
| Job Views | 988 |
- Description
- Role Summary
Forming part of a small, dedicated team responsible for the seamless provision of first class customer service, the focus for this role is on providing immediate and efficient service across a broad remit, including providing help and advice to clients via phone and email.
This is a vital role in terms of perpetuating the brand experience, providing outstanding internal and external customer service.
Key Tasks and Responsibilities
Administration & Operational Focus
Acts as the primary, outward-facing point of contact within the company for customer relations matters, portraying an enthusiastic, courteous and professional communication style and approach.
Manages calls from customers in accordance with the company’s exacting standards.
Maintains accurate records of discussions or correspondence with customers.
Communicates and works with cross-site colleagues to ensure daily objectives and requirements are met within agreed deadlines.
Liaises with the London office to ensure that all customer relations decisions and actions are harmonised across sites.
Assists with stolen and counterfeit watch enquiries in a proactive and empathetic manner.
Undertakes ad hoc administrative projects as required by the Customer Service Team Leader.
Works with the Geneva Head Office to resolve client complaints and facilitate Restoration servicing.
Carries out other reasonable duties as requested and commensurate with capabilities.
Customer Focus
Provides accurate information to customers on all service issues.
Follows up job progression and communicating with customers at relevant intervals throughout the process.
Manages customer proceed/returns and amending estimates where necessary to ensure accurate reflection of customer and company requirements.
Provides exceptional customer service via professional and timely communications.
Personal Profile Summary
The key requirements of this role are the ability to counsel, negotiate and advise others in a specialist or technical area of expertise. The post holder will be adept at creating and maintaining goodwill with people and taking a thorough, systematic and logical approach to situations.
The ability to communicate and the persistence to see something through to conclusion are important attributes for this position. The ideal person will be confident, enthusiastic, approachable, accommodating and unassuming.
Key Areas of Competence
Meets people with ease and motivates them to achieve high standards.
Creates a network of contacts across various internal and external departments that provide advice on what resources are available both within and outside the organisation.
Generates and provides specialist and/or administrative services that benefit the organisation, whether they are product or people related, leading to a high level of both internal and external customer satisfaction.
Develops competencies and expertise in self and others where relevant, in order to gain a satisfactory standard and deliver results within agreed timescales.
Applies a systematic and logical approach in order to get things right.
Works to a high specification in order to improve and maintain quality.
Is naturally non-confrontational when handling or involved in conflict situations and in order to achieve agreed and acceptable standards and timeframes, adopts a passive and non-demanding work ethic.
Essential
Educated to GCSE level with a minimum Grade C in Maths and English, or equivalent
Experience and knowledge of working within a Customer Service environment
Previous experience of delivering front-of-house or customer liaison for a luxury brand
Excellent communication skills - professional and empathetic in both oral and written correspondence
I.T. proficient (Microsoft)
Good organisation, task and time management skills
Strong interpersonal skills and experience in building relationships with internal and external contacts
Desirable
Level of education attainment above GCSE or professional study
Knowledge and experience of workflow management systems