THE COMPANY

Established over 30 years ago, Anchor Safety has rapidly grown to become one of the UK’s leading suppliers of personal protective equipment (PPE) and corporate workwear.
Our innovative, reliable and customer-focused approach to supplying PPE, has driven continual growth and exceptional customer loyalty. As a business, dedication to prompt personal service from friendly knowledgeable staff has become a hallmark of our success. A proactive approach to meeting customer requirements, supported by same day despatch from our stockholding of quality products, enable us to achieve our goal of delivering excellence in PPE.

DESIRED EXPERIENCE AND QUALIFICATIONS:

• Customer Service Skills- Strong interpersonal and communication skills, with the ability to empathise and provide exceptional customer service
• Problem solving – The ability to quickly and effectively resolve customer issues and find solutions to complex problems
• Organisation – Good organisation skills to manage customer records, follow up on tasks and prioritise work effectively
• Computer skills – proficiency in using CRM software, email and other communication tools and Microsoft Office
• Adaptability – willingness to adapt to changing processes and procedures to improve customer support
• Empathy – ability to understand and relate to customer concerns and needs
• Teamwork – collaboration skills to work effectively with colleagues and other departments
• Multitasking – capability to handle multiple customer inquiries and tasks simultaneously
• Attention to Detail – accuracy in order processing, documentation and follow-through

PRIMARY JOB PURPOSE

The overriding goal of the Customer Care Team is to contribute to an exceptional end-to-end Customer Experience for our valued business to business Customers.
As Customer Care Administrator you’ll be part of a close-knit team, handling inbound Customer calls and enquiries, identifying appropriate PPE solutions to meet Customer needs, and ensuring every Customer receives the best-in-class service they expect from us.

KEY RESPONSIBILITIES:

• Customer Support – Provide efficient and friendly customer support via phone, email, web-chat or WhatsApp to address inquiries, concerns and issues and in line with pre-agreed service levels. This also includes answering questions about products, helping with orders and resolving problems.
• Order processing – processing customer orders, returns and exchanges accurately and in a timely manner
• Issue resolution – Investigate and resolve customer complaints or problems coordinating with other departments as necessary to ensure timely and satisfactory resolutions.
• Feedback Collection – Gather customer feedback via surveys and other channels . collating suggestions, feedback and concerns to achieve continuous improvement.
• Administrative Tasks – handle administrative duties such as maintaining customer accounts and other administrative work. Maintain accurate and detailed records of customer interactions, inquiries and resolutions in a central system as well as managing tickets.
• Team Collaboration – work closely with other team members and departments to support excellence