Position Summary:
We are seeking dedicated and detail-oriented individuals to join our team as Customer Service Representative. In this role, you will be the first point of contact for our customers, handling a range of inquiries and processing orders efficiently. Your responsibilities will include managing customer service calls, processing web orders, and enhancing customer satisfaction through upselling and feedback solicitation.
Job Details:
- Work from Home
- Monday to Friday | 9 AM to 6 PM GMT
Responsibilities:
Customer Service:
- Handle inbound customer service calls related to:
- Delivery and tracking updates.
- Orders not received or incorrect orders.
- Damaged orders or orders with missing parts.
- Refund inquiries and chasing up refund statuses.
- Logging and managing return requests for items no longer needed.
- Opening and logging warranty requests for faulty parts.
Order Processing:
- Check and process web orders with accuracy.
- Create and send quotes for potential upsells.
- Request vehicle registration numbers on orders for proper processing.
- Utilize different systems to verify part fitment:
- Identify the manufacturer number from the main dealer system.
- Cross-reference the manufacturer number with available parts.
- Raise and send quotes through the CRM for items that complement the customer’s order.
Customer Feedback:
- Request and encourage customer feedback and reviews.
- Motivate customers to leave positive reviews on Trustpilot and Google.
Qualifications:
- Previous experience in customer service or order processing roles.
- Strong communication skills, both verbal and written.
- Ability to multitask and manage time effectively.
- Proficient in using CRM systems and other related software.
- Detail-oriented with strong problem-solving skills.
- Ability to work independently and as part of a team.
- Basic knowledge of automotive parts and systems is a plus.