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Customer Service Agent

Reports to: Head of Sales and Marketing

Summary of Position

As a Customer Service Advisor, you'll join our busy Sales & Service departments and play the important role of giving every customer an excellent experience. You will receive a comprehensive training programme to include product overviews, Manage Print Services, Professional Services and our IT Support offering.

Targets & Outcomes

  • Identify and assess customers' needs to achieve added value in Principal
  • Provide accurate, valid, and complete information using the applicable methods and tools
  • Build sustainable relationships of reliability through demonstrating "living our word" behaviours

Attitude and Persistence

  • An ability to see tasks through to conclusion
  • Be able to empathise whilst maintaining a commercial viewpoint
  • Fully committed to providing the highest level of customer service
  • Effectively communicates the brand values to the customer
  • Works effectively on your own but can collaborate with others

Responsibilities

  • Delivering excellent customer service always
  • Handling internal and external customer queries via telephone, email or any other source of communication
  • Meeting daily KPI targets and working as a team to achieve weekly targets
  • Using a can-do attitude to proactively resolve customer issues, following up with other stakeholders when needed
  • Learning to deal with complaints and find the right solution to any customer issues
  • Building strong relationships with internal and external stakeholders
  • Accurately recording any data provided at all stages of the customer's journey within the CRM system
  • Research, prioritize and resolve customer service-related issues within SDD in a timely and accurate fashion.
  • Maintain documentation (MMR) of customer inquiries, meetings and responses for Company/customer reference.
  • Facilitate customer requests to appropriate role for assistance.
  • Handle service dissatisfied customers in a professional and effective fashion.
  • Seek feedback and follow-up all customer interactions in a timely manner.
  • Maintain broad knowledge of all Company products, services, commercial priorities and articulations.
  • Identify and implement new process plan to improve customer support service.
  • Provide outstanding and exceptional customer service.
  • Maintain disciplined procedures and processes through discovery to problem determination.
  • Work with colleagues/teams to address and resolve customer issues efficiently.
  • Return customer calls in a timely manner to ensure high customer perceptions.

Skills Requirements

  • Previous customer service experience, including face to face, telephone, skype/teams etc
  • Strong verbal and written communication skills - as a confident communicator, you'll be happy holding a conversation and engaging customers
  • Ability to listen attentively, draw out important information and capture data accurately
  • Eagerness to make an impact in this role and help shape the continued success of the company
  • A positive attitude and problem-solving skills
  • Computer literacy and excellent keyboard skills
  • Overall literacy skills to a high standard
  • Proven customer resolution experience
  • Track record of effective time management and metrics achievement
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of customer character types

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