We’re looking for an organised, efficient and customer-centric Customer Care Executive to join our successful, family-owned educational supplies business in Colchester. This is a term-time only role, making it ideal for parents and carers who want to work during the school term and spend the school holidays with their children.
Due to our growth plans and dedicated approach to customer care, we are looking to hire a Customer Care Executive at our newly refurbished Colchester Head Office. As a member of the Customer Care team, you will play a key role in delivering a consistently reliable and high-quality service to our customers, with issue resolution and the customer experience at the heart of everything you do.
The Role:
As a Customer Care Executive, you will provide first-line support to customers by taking incoming calls and emails to process orders and enquiries, resolve issues, address problems at source and identify any potential concerns.
At the same time, you will build strong rapport with customers to drive customer satisfaction, while always looking for appropriate upsell and cross-sell opportunities.
Key Responsibilities of the Customer Care Executive:
Supporting customers by phone, e-mail and web-chat functions.
Processing of orders, enquiries and quotations.
Issue resolution, keeping customers informed of process, likely outcome and timeframes, resolve issues in a smart way and helpful way.
Stock management – helping to manage out of stock products, liaising with third party suppliers, warehouse/operations communication.
Sales admin support to the sales team in sending out samples and providing back office support.
Customer outbound contact to ensure outstanding levels of service are maintained.
Upsell and cross sell opportunities.
Skills and Experience:
Confident on the phone, strong customer service skills gained in previous customer facing roles.
Strong IT skills, proficient with Excel and experience with ERP and CRM systems.
Good typing skills will be required for quick processing of orders.
Organised and able to prioritise activities and multi-task.
Self-motivated with a positive can-do attitude, resilient and reliable character.
What’s in it for you
Permanent, term-time only position
Hourly rate of up to £15 per hour (depending on experience)
School holidays off, giving you more time to spend with your family
Flexible working hours - our normal hours are 7.30am-4.30pm, but we can accommodate hours such as 9.00am-3.30pm
Company-wide bonus scheme based on company profit performance
Statutory pension
Ongoing support and coaching from both internal and external sources
Free parking and staff BBQs
A friendly and positive team working environment and culture
About us:
HBS Group is a growing, successful and well-established family-owned educational supplies business that has been at the forefront of the industry for over 50 years.
With a client base that exceeds 3,000 schools across the South East, the company is focused on continuing to strengthen our position in the market, with a product offering that already spans over 20,000 products and industry-leading levels of customer service.
Interested? If you think you're right for this Customer Care Executive role, then click the 'Apply Now' button and send us your CV and we'll consider you for the first round of interviews
Salary description
£13.00 - £15.00 per hour