Customer Service Administrator

JR United Kingdom; Derby; On-site; GBP 25,000 - 40,000; Full time

Job summary

A leading removals and storage company seeks a Move Manager to enhance customer satisfaction and oversee client interactions during the moving process. This role requires strong customer service skills, effective communication, and the ability to problem-solve effectively.

Qualifications

• Strong customer service experience.
• Excellent verbal and written skills.
• Ability to manage customer queries efficiently.

Responsibilities

• Respond to customer enquiries via phone, email, and live chat.
• Maximise revenue through upselling optional products.
• Ensure customer satisfaction and follow up on service delivery.

Skills

Customer Service

Communication

Problem Solving

Organisational Skills

Time Management

Job description

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RELOcruitment is delighted to be working alongside an award-winning Removals & Storage Firm. They provide professional removals and storage solutions all over the globe.

They are now looking for a Move Manager to join their busy team based in Nottingham.

The ideal candidate will have strong Customer Service experience. Industry experience will also be beneficial; however, this is not essential.

The successful candidate will be the first point of contact for customers and will inspire confidence in the company brand with excellent communication and problem-solving skills.

Responsibilities:

1. Respond to customer enquiries via phone, email, and live chat in a timely and professional manner.
2. Be available and take responsibility for your customer’s experience throughout their moving journey.
3. Provide accurate information about products and services, addressing customer needs and concerns.
4. Maximise revenue through upselling optional extra products and services.
5. Maintain excellent customer service and communication standards at all times, working to KPIs and ensuring targets are met.
6. Ability to problem-solve to achieve positive customer outcomes.
7. Collaborate with team members to improve customer service processes and outcomes.
8. Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
9. Stay up to date with product knowledge, company policies, and industry trends.

Key Areas of Focus:

1. Effective management of all incoming calls and enquiries.
2. Recording of clear and accurate information provided by customers.
3. Convert a customer’s initial enquiry into a quotation for their move.
4. Promote the company brand by encouraging customers to share their experiences on review platforms.
5. Meeting productivity goals by being targeted on the number of moves managed each month.
6. Effective cost control through customer interaction and excellent customer service.
7. Methodical approach to post-move satisfaction.

Ideal Skills & Experience:

1. A customer-centric approach and attitude.
2. The ability to actively listen and show empathy and understanding at all levels.
3. Excellent verbal and written communication skills.
4. Ability to manage customer queries appropriately and efficiently.
5. Be enthusiastic, self-motivated, and positive in your approach.
6. Have excellent organisational skills with the ability to prioritise workload and multitask.
7. Exhibit flexibility and adaptability to change.
8. Excellent time management skills, with the ability to work well under pressure.
9. A passion for completing all tasks to the highest standard and driven by results.