Posted Jun 17, 2021 1 views
We are looking for a candidate who has good verbal and written skills in English and prior experience of atleast two years specifically as a customer service representative.
Duties & Responsibilities:
- Respond to all requests (live chat, phone or email) for quotes within agreed SLAs.
- Provide customers with advice and recommendations based on the customer's use of the labels and ensure that they have been provided with the most appropriate labelling solution.
- Consciously upsell products and services offered by AA Labels.
- Build a rapport/relationship with customers and follow up all verbal communication with customers in writing.
- Consultative soft sales responsibility for all inquiries.
- Carry out follow up calls for sample orders and quotations with a view to converting to order.
- Actively work towards quotation conversion targets and identifying new opportunities of business.
- Provide support and training to colleagues as required.
- Provider cover for team members during periods of absence and/or busy periods.
- Foresee possible problem/issue with customer orders (complaints/returns), liaise with them in a timely manner to update them and appropriately hand the task over to the responsible member of the team. Oversee the completion of such tasks.
- Manage and/or delegate and artwork related queries/tasks.
- Monitor/Track Express orders and ensure customer expectations are met at all times.
- To complete reasonable extra hours to complete jobs and/or reduce workload.
Person Specifications - Abilities & Skills:
Knowledge
- Mathematically orientated with a good understanding of geometry and measurements.
- Detailed knowledge of customer care and customer relationship management.
- Detailed knowledge of soft/consultative sales and quotation conversion techniques.
- Knowledge of the self-adhesive label industry would be desirable but not essential to the role as full training will be provided.
Skills
- Excellent verbal and written English
- Excellent telephone manner & presence.
- Good command of the English language, in written and verbal terms and good comprehension.
- Good ability to communicate clearly and concisely (written and verbal).
- Good time management skills with the ability to work under pressure.
- Demonstrable problem-solving skills and ability to find answers/solutions.
- Able to learn, retain and apply knowledge acquired through training.
- Active Listening skills
- Complete quality work at all times regardless of the volumes of work.
- Maintain a high level of attention to detail at all times.
- IT literate and able to use and/or learn standard and proprietary software and more specifically, proficient in use of Power point, Word, Outlook, Excel.
Experience
- Soft sales / customer service experience.
- Demonstrable experience in managing work flow / distribution of work
Qualities
- Ability to stay calm during periods of high level of pressure
- Ability to swiftly adapt and respond positively to change
- Ability to maintain a positive, “winning/can do” attitude at all times.
- Ability to manage competing priorities.
- Ability to adapt to different situations and provide constructive feedback and suggestions to management.
- Ability to take ownership and see a task through to completion even though some aspects of the task will be carried out by other team members
- Ability to multi-task, deal with competing priorities and effectively delegate to meet SLAs and maintain customer satisfaction.
- Ability to empathise with customers and provide appropriate solutions.
- Ability to work with and understand technical information, processes and parameters.
- Quick learner with ability to apply their knowledge (acquired through training) to different situations.
Remunerative Package
- 70K to 100K Per Month
- Performance Related Pay (Communications Effectiveness; Conversions & TO) paid after completion of probationary period
- Holiday - 22 Days per Annum (Inc. UK Public Holidays) + additional length of service allowance.
Hours Of Work
- 1:30pm – 10:30pm (Monday – Friday)
Skills
Job Details
AA Web Solutions (SMC Private) Limited
AA Web Solutions provide back office and IT support for Green Technologies Ltd. Based in UK & Europe manufacture plain and printed labels in both roll and sheet formats for B2B and B2C customers, across a broad range of market sectors and industry types. The company, trading as AA Labels has been in existence for 13 years and is continuing to experience strong growth, making it one of the leading suppliers of labels in the UK. We also run a charity Medical Aid Action in Lahore where over 20,000 patients per month are treated for free in our medical center. We have an air-conditioned/heated luxury office that 20+ team members enjoy the vibrant and fast-paced environment. Join us if you dare to accept new challenges and learn fast to achieve unprecedented success in your career.
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