Dedicated Customer Support Lead Needed !!

UK Business working hours only

Job Summary

Due to unprecedented growth, we are currently looking for a hardworking, reliable and friendly individual to join our existing team

You will be working for a UK Business that has several services. The Customer Support Lead role is supporting the Logistics Service area. you must have GREAT COMMUNICATION SKILLS, be able to delight our Customers, and go the extra mile to support and help when needed.

The Logistics service offers their customers the best courier solutions for their company, with an online multi-carrier platform that allows them to make the best choice between service, transport time and price to suit the needs of their business.

Full training will be provided.

Successful applicants will be given a paid trial period to see if you will be a good fit for the position. If you are looking for full time/part time job with long term job prospects we are the place for you.

We offer generous bonuses and reward great work and commitment!! This includes quarterly bonuses and a Christmas bonuses.

When you apply, we will send you a Web Form to fill out. Under your hobbies please include “eating blue peanut M&Ms” so we know you are serious about wanting to be a part of this great team. If you are shortlisted, we will send you a couple of small tasks to complete to assess your suitability before inviting you to an interview.

Main Responsibilities:?
• Manage inbound calls from Logistics enquiries.
• To liaise between Business and the Customer with any queries or operational requirements
• Customer Email management
• Knowledge base tool update and management
• Support the Business in administration tasks such as: Tracking Parcels, Customer Credit checks, invoice checks, Customer Quotations, Freight/Parcel Booking on Portal & Customer Account set up.
• Make outbound call to Customers to perform Logistics platform training, get feedback on service levels and online reviews.
• Ensure that data is entered consistently, accurately into support trackers, admin portals and support ticketing system.
• Review / audit processes and update Standard Operation Procedure and Guidance Documents. Create knowledge database for Customers Frequently Answered Questions.
• To carry out any other tasks deemed necessary and reasonable by the Company and able to work flexible working hours when necessary including cover for absence?

Key Skills
• Fluent in English speaking and writing is a must
• Performance and resilience are an absolute must.
• Strong problem-solving skills and showing empathy
• Active Listening
• Product and service knowledge (once trained)
• Strong and effective communicator with an excellent telephone manner
• Demonstrate good attention to detail
• Ability to be proactive with a positive, flexible and enthusiastic attitude
• Resourceful , extremely organized, and self-starter.
• A good team player, with the ability to work and be motivated independently
• Microsoft Office or Google’s office suit (docs, sheets, notes etc)

Required Experience
• Customer Support
• Managing Customer queries & escalations
• Technical & application support
• Inbound call management
• Liaising with Suppliers
• Quotation and booking management

• Office & Admin
o Data entry
o Regular online booking and Invoice checks
o Email management
o Tool management (Ticketing, Document site, admin portal)
o Updating SOPs / manuals

Desired Experience
• System demonstration skills
• Sending quotes and maximizing sale margin
• Account management (gaining feedback/reviews, customer retention and reactivation)
• Customer Quotes and revenue growth
• Familiar with international couriers like DHL, UPS, TNT, Fedex

Remote Working Conditions:
• Good Reliable Internet is a must
• A quiet area to conduct calls a must
• Reliable good power – or have generator
• Laptop or PC.
• Functional headset with microphone