Customer Service Centre Agent

at  Carrier

REQUIREMENTS

As a minimum you must have:

• Excellent telephone manner
• Proactive approach
• IT literate with MS Office skills
• Good communication skills – verbal and written
• Time management and organization skills
• Flexibility and adaptability
• Commitment to customer service excellence and best in class results

ABOUT THE ROLE

As Customer Service Centre Agent, you will act as a first point of contact with the customers and complete all daily administration within Bracknell Depot network to a high standard including on-hires, offhires & exchanges. Also, help grow the SLD business by pro-actively chasing, creating, and converting quotes, whilst helping to create new sales opportunities by introducing SLD products & services to existing & lapsed customer base.

KEY RESPONSIBILITIES:

As a Customer Service Centre Agent, you’ll be responsible for:

• Creation and management of enquiries from both existing and new clients and recording information regarding customers account and the equipment required.
• Providing a high level of sales support by ensuring all enquiries are responded to in an efficient, professional and timely manner.
• Opening up new customer/supplier accounts through Carrier Portals & completing MK Denial process.
• Generating hire & sales quotations.
• Processing customer sales/hire purchase orders whilst liaising with depots/rehire partners on availability of equipment. Organizing transport in line with customers timelines.
• Communicating with the customer to ensure they are satisfied with the items they have on hire, PO management, other opportunities with the customer.
• Processing any equipment exchanges, off hires and ensuring any losses/damages are reported to the customer following our processes & timelines. Following our scrap/disposal process for these.
• Dealing with managing and resolving invoice queries including processing suspension requests.
• Run & check pre-invoice reports ahead of month end to capture and resolve any anomalies.
• On-hire and off-hire documentation, processes and procedures, including the allocation of equipment and the production and delivery of dispatch notes.
• Raising purchase order for company CAPEX.
• Follow all quality process and prepare/participate on all external and internal quality audits.
• Promote all group USP’s to the customer base.
• Reporting & Administration.
• Satisfy customer requirements.
• Contribute to the budget & sales strategy.
• Seeking out business opportunities to meet company targets.
• Identifying opportunities, producing leads and booking appointments for the sales team.
• Researching and developing specific industry sectors.
• Proactively following up potential leads from mail shots and e-shots.
• Managing a database to high level of accuracy to ensure targeted marketing activity can take place.
• Liaise effectively with all departments within Carrier Rental Systems to ensure customer requirements are met (100% Client Satisfaction).