Customer Service Specialist

Customer Service Specialist

West Malling 

Closing Date 7th January 2025

The Opportunity 

As a Customer Service Specialist, you will be an integral member of an award-winning Customer Service department that demonstrates prides and passion for delivering outstanding service in an ever-changing industry. In the Customer Service Specialist position, you will be responsible for ensuring that you are supporting our customers queries proactively and professionally both verbally and through administration interactions in agreement with our Service Excellence requirements alongside our business key performance indicators. There will be a strong focus on first time resolution and excellent customer service.

The role will involve:

• Providing helpdesk/order fulfilment style support and advice via email and telephone, to our customers.
• Navigating SearchFlow systems and with a strong understanding of processes
• Providing excellent customer service
• Liaising with relevant data providers for all search queries to ensure the smooth running of the search ordering process.
• Investigating and offering a timely response to customer enquiries and requirements.
• Taking ownership of queries and actions appropriately.
• Ensuring customer queries are dealt with and actioned on a regular basis in accordance with the Helpdesk KPI’s.
• To work towards providing the highest standard of service in all interactions with customers, receiving consistent Level 2 Service Excellence scores.
• Understanding all SearchFlow products, procedures and systems.

About you

You will need to be proactive and self-motivated with excellent communication skills, both verbal and written.  You will also have strong attention to detail with customer service at your core. You will also be committed to progressing your own learning and development.  You will also have/be:

• Ability to work well under pressure and multi-task when required. 
• Able to communicate effectively with customers by telephone and email.
• Able to work against performance targets surrounding quality and productivity.
• Ability to be extremely organised and have excellent attention to detail.
• Able to work flexibly, as a team as well as on your own to meet deadlines and targets.
• Ability to learn quickly and work within clearly defined processes but use own initiative when needed.
• Strong problem-solving skills with the desire to provide superior service.
• Computer experience including Teams, Word, Excel and Outlook.