Fulfilment Specialist (Customer Service)

At fulfilmentcrowd our customers are at the heart of our business, and their success is our success.

As a fulfilment specialist, you will be ambitious, helpful and empathetic individual focusing on delivering solutions for fulfilmentcrowd clients. Focused to deliver high quality customer service by offering an efficient and easy way to support our customers with the aim of helping them thrive as clients of fulfilmentcrowd.

As fulfilment specialist you are a vital part of the team. Reporting to the Customer Operations Manager you will be dedicated, personable and have a passion for helping others.

You will provide support for all customer queries from the initial case opening to resolution across multiple contact channels such as Live Chat, email, and telephone whilst working with colleagues to maintain a support for all areas as workload changes.

You will help build meaningful, long-lasting relationships that move our business forward. Our client's success is our success.

Success will be measured through the company's financial performance, customer satisfaction scores, and delivery of service level performance that allows the business to retain and grow client volumes.

RESPONSIBILITIES

OBJECTIVES

· Improve customer satisfaction (CSAT) and customer effort (CES).

· Retention of contract and growth of revenue - by client.

· Reducing support costs by maximising the use of the fulfilmentcrowd technology for clients to access via self-service.

· Meeting and exceeding SLA's and KPI's for response to enquiries.

· Interact with customers across all channels.

· Provide right information, first time for enquiries and help to 'Close the Loop' by identifying repeat issues and working with colleagues to make improvements for change., Customer Service Agents will be rostered weekly in advance to cover 8-hour shifts between 08:00 and 18:00, 5 days per week (additional hours including weekends may be required however, notice will be given).

The role is based on a hybrid working arrangement with a minimum of 2 days spent on site at Head Office in Chorley.

On occasion there will be a requirement to spend more time on site for personal and team performance development, notice of which will be given by the Customer Operations Manager.

· Detailed knowledge of the fulfilmentcrowd app.

· Detailed understanding of the Lite platform.

· Develop deep knowledge of HubSpot software and communications channels.

· Professionally handle incoming requests from customers across all channels and ensure that issues are resolved both promptly and thoroughly.

· Thoroughly and effectively gather customer information and fulfil customer needs.

· Educate the customer where applicable to prevent the need for future contact and document interactions through the CRM.

· Communicate thoughtful, customised solutions that help customers move forward to grow their business

· Show composure, resilience and flexibility as customers' needs evolve and volume changes.

· Using your written and verbal communication skills to convey fulfilmentcrowd's tone of voice.

· Build a strong understanding of the customer' business and specific needs.

· Maintain up-to-date knowledge of our products and processes.

· Work within your teams to achieve common objectives.

· Confident with Microsoft programmes (teams/office 365 etc.)

VOCATIONAL SKILLS

· An ambassador for our brand and a trusted point of contact

· Excellent written and verbal communication

· Self-organisation and management of workloads

· Committed to providing a great service experience every time.

· Demonstrate a continuous improvement approach to work

INTERPERSONAL SKILLS

· Ability to multitask and juggle several responsibilities simultaneously

· Good attention to detail and organisational skills

· Be empathetic to customers' needs and requirements

· Honest and transparent internally and with the client also

· Ability to thrive in a fast paced, high demand, dynamic work environment

ROLE DEMANDS

JUDGEMENT AND DECISION MAKING

· A natural communicator.

· Help drive and support a transparent culture to help manage customer expectations.

· Excellent attention to detail to ensure the highest standard of service delivery and satisfactory outcomes for fulfilmentcrowd.

· Be efficient in time management, organisation, diary-keeping, and task prioritisation.

FLEXIBILITY

· You're an instinctive self-starter, just as good at identifying the right task to take on as getting it done

· Naturally data curious, you proactively seek out new sources of information and continuously ask questions of the data

· You're highly collaborative, and default to 'share with everyone'

· You're not afraid of shaping your own role and spotting new opportunities - not all the challenges you will tackle are on this job description

· You will support the wider team through collaboration and cross functional support,

• Customer service: 1 year (preferred)
  
  Job Types: Full-time, Permanent


Pay: Up to £25,000.00 per year

Benefits:

• Additional leave


• Casual dress


• Company events


• Company pension


• Flexitime


• On-site parking


• Sick pay


• Work from home


Schedule:

• Day shift


• Monday to Friday