Customer Service Specialist

Company Description

SGS are the world’s leading testing, inspection and certification company.

We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

We deliver services that touch every part of human activity and improve millions of lives – from ensuring the safety of food, clothing, transportation, and medicine to better testing in the nuclear industry. Whatever your role, you will make an important contribution to delivering safer products, better services and keeping society connected.

At SGS, we believe in rewarding our employees for their hard work and commitment. As part of our team, you would be eligible for:

• Performance related bonus (discretionary and subject to eligibility criteria)
• Private medical cover (subject to eligibility criteria)
• Competitive pension scheme + Life Assurance
• Generous Annual Leave allowance (increasing with service) plus bank holidays.
• An additional day off for your birthday
• Discounted Gym Membership
• Retailer Discounts
• Access to electric vehicle leasing scheme (subject to eligibility criteria)
• Enhanced maternity/paternity and adoption pay.
• Length of Service Awards
• Christmas Vouchers
• Health & Wellbeing initiatives

Job Description

Job Title: Customer Service Specialist

• Job Type: Permanent
• Hours: 37.5 hours per week Monday – Friday
• Job Location: Ellesmere Port
• Salary: Circa £23,400k

As a customer service specialist you’ll be the first point of contact for both prospective and existing customers. You’ll be responsible for providing effective customer service for all internal and external customers by utilising excellent, in-depth knowledge of our products and services. 

The customer service team liaise with the internal registration team and directly with customers to ensure they have everything they need to start their customer journey without delay.

The overall aim is to deliver first class customer experiences at all stages of the customer journey.

Key Accountabilities;

• Record all customer activity in our database
• Acknowledge and allocate Customer Complaints. Initiate follow-up operational actions that are required to satisfy customer or supplier complaints/requests/anomalies
• Where required manage specific retailer shoppers and bespoke registration requirements to meet customer requirements and enable comprehensive tracking of samples to meet retailer KPIs
• Where required provide cover and support to the overall customer services function
• Chase PO requirements and ensure PO are entered into the system when required
• Establish and understand customer requirements in order to support them through the customer journey.
• Address customer concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate, highlighting relevant issues to internal key stakeholders.
• To be a voice of the customer to best ensure that our products and services meet customer requirements
• Continually review and feedback any opportunities to improve and develop internal processes to enhance the customer experience.

Qualifications

To be successful in this role, you’ll need relevant experience in a similar role and experience using Microsoft office.

In addition to the above you’ll also need to demonstrate the following;

• Ability to work independently and part of a team
• Good planning and organising skills.
• Flexible attitude to working hours
• Good communication skills

Additional Information

SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, colour, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.

APPLY NOW for full consideration, you can be sure that your application will be treated confidentially and impartially, and you will always receive an update within 10 business days.

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