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A Global Outsourcing Company is looking for a CUSTOMER SERVICE REPRESENTATIVE (Returns Team).
Scope of responsibilities:
Supports the interfaces between client customer and various internal departments and external organisations by creating and managing a case for a technical problem (DOA) with the client products raised by the customer via phone, e-mail or via case management tool. Assist customers wishing to return parts under warranty to client working within criteria and guidelines. Provide customer with replacement orders when an incorrect part/quantity has been shipped.
Responsibilities include:
Answer incoming e-mails and calls in a timely and accurate manner.
Provide well-written case documentation/correct case creation that can be understood by the customer, technicians and other CSRs.
Selection of appropriate Technical support group or Third Party Provider and dispatch to that group. Escalate to manager where appropriate.
Proactively resolve Returns & DOA issues by interfacing with customers and internal departments such as Sales, Customer Service and Finance.
Communicates in a consistently and exclusively professional fashion to all customers - internal and external - aware that information of a sensitive nature cannot be divulged to external parties.
Monitor and efficiently pull case from%
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