Customer Service Coordinator

First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together.

As a Customer Service Coordinator at FRG, you will play a pivotal role in maintaining our commitment to outstanding customer service. This dynamic position involves handling customer inquiries, quality-checking reports sent to clients, managing incoming calls, and collaborating with various departments to facilitate service onboarding across the business.

About the Role

• Managing Customer Enquiries: Handling customer enquiries via phone, email, or in person, and providing accurate information.
• Resolving Complaints: Addressing and resolving customer complaints in a timely and professional manner.
• Order Processing: Managing and processing orders, forms, applications, and requests.
• Internal Coordination: Communicating and coordinating with internal departments to resolve customer issues.
• Record Keeping: Maintaining records of customer interactions, transactions, comments, and complaints.
• Feedback and Improvement: Providing feedback on the efficiency of the customer service process and identifying areas for improvement.
• Training Staff: Training and supporting customer service staff to ensure high standards of service.
• Policy Implementation: Developing and implementing customer service policies and procedures.
• Customer Satisfaction: Ensuring customer satisfaction by providing professional support and addressing their needs promptly.

Benefits

• Training and development
• Paid holiday allowance of 5.6 weeks per year pro-rata
• ReferralScheme – 100 successful referral
• Uniform
• Healthcare package which includes access to EAP
• StatutoryPension Scheme

Requirements

• Strong customer service skills with excellent communication and phone etiquette.
• Computer literacy and proficiency in basic software applications.
• Good organisational skills and effective time management.

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