Customer service administrator

Responsibilities: * Log and manage all telephone and email inquiries and complaints efficiently throughout the case lifecycle, ensuring adherence to service level agreements (SLAs) and following call flow and escalation procedures. * Process customer orders accurately and promptly to meet export, warehouse, and delivery deadlines. * Assist customers in making purchasing decisions by providing relevant information and guidance. * Offer a focused and timely quotation service, including providing discounts and handling special requests. * Support and investigate all aftersales activities, including proof of delivery (POD), invoice discrepancies, warranty claims, and damages resolution. * Provide technical support for all product ranges to ensure customer satisfaction. * Identify opportunities to improve the customer experience and implement appropriate measures. * Adhere to all data protection regulations to ensure confidentiality and security of customer information. * Maintain flexibility to ensure uninterrupted customer service levels at all times. Experience: * Very strong communication skills and the ability to deal with both internal and external customers * Good team player who can also work well independently * Good telephone skills * Strong organisational skills * Knowledge of CRM systems e.g. Microsoft Dynamics (desirable but not essential) * Proactive and professional * Self-motivated with a positive approach to work * Committed to providing the highest levels of customer service at all times * Flexible with a lsquo;can do rsquo; attitude * Good IT skills * Ability to handle multiple priorities and meet deadlines * Ability to think outside the box and resolve issues * Able to work well under pressure and react well to unexpected issues * Works on own initiative * Personable and polite * Excellent time management skills