Customer Service Representative | FCG

We have an exciting midshift opportunity available for a Customer Service Representative. Work from home or the office – you choose! 

When you join Yempo, you’ll receive the following fantastic benefits:
 

• Highly competitive salary – paid weekly!
   

• HMO enrollment on commencement
   

• Additional HMO dependents added each year of service
   

• 20 vacation days per year; 7 sick days
   

• Annual performance bonuses and incentives
   

• Annual salary reviews and increases
   

• Free cooked rice, snacks and hot drinks
   

• Company polo shirts provided
   

• Fantastic, bright and cheerful open-plan work environment 
   

• Prestigious clients and highly professional and friendly co-workers
   

The Role 

As a Customer Service Representative, you will assist the company’s customer relations process by processing orders and customer requests accurately and speedily, and providing fast, efficient, friendly, and professional service to internal and external customers. This role involves working in a team, line managed by the Customer Success Manager. 

You will also build positive relationships with existing and new customers offering a vast range of trusted products and equipment at the most competitive prices. 

Key Responsibilities 

• Maintaining an in-depth knowledge of the customers' account requirements and coordinating dedicated resources to deliver what is required. 

• To attend weekly meetings with Customer Success Team Manager 

• Have regular monthly 1-2-1 meetings with Customer Success Team Manager 

• Providing technical advice and know where support can be given to meet customer requests. 

• Ensuring that all orders are processed quickly and on time, liaising with the warehouse team as necessary to ensure the customers' needs are met. 

• Key account support for the sales team as assigned. 

• Will require you to be able to engage with customers/prospects to introduce our range of products through our SPE programme and secure sales for the company. 

• Ensuring all enquiries, quote requests and orders etc are actioned in accordance with the agreed SLA’s through our HubSpot ticketing system. 

• Resolution of customer complaints and challenges quickly and professionally. 

• Proactively managing customer expectations regarding estimated time of delivery, stock availability, etc., responding to and communicating stock and delivery updates to affected parties. 

• To send out quotes, product information and set up new accounts on behalf of the rest of the sales team. 

• To ensure our customers are retained as customers and continue to buy our range of products. 

• Raise quotations and follow them up daily with our customers. 

• Promote the Cheers programme and look at innovative ways to convert our customers onto the scheme to drive loyalty. 

• Promoting the company to all customers by demonstrating a positive attitude. 

• Promoting Special Offers and arranging upsell/cross-sells with customers whenever relevant. 

• To assist in maintaining accuracy in the customer database. 

• Arranging returns/collections and credits where appropriate. 

• Tracking deliveries and providing ETA’s and POD’s. 

• Complaints from Customers and opportunities for improvement will be recorded on the relevant forms. 

• Operating Zendesk webchat platforms on company website when requested. 

Skills and Experience:  

• Proficient in the use of Microsoft packages including MS Office365, Outlook, Excel, Word, Teams. 

• Clear communication skills 

• Excellent organization skills 

• Ability to work consistently under pressure 

• Excellent attention to detail, highly organized 

• Friendly and adaptable attitude 

• Ability to multi-task 

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.