Customer Service Representative

As a Customer Service Representative, you will work closely with customers, the Sales Team and administrators, to manage relationships and retain new and existing business orders.

Your responsibilities will include:

• Building and maintaining relationships with clients and key Company personnel.
• Escalating and resolving areas of concern as raised by clients.
• Dealing with all cooling-off and production cancellations.
• Flagging potential complaint issues early.
• Ensuring that enquiries and/or issues raised through our social media presence are dealt with in a timely and professional manner.
• Assisting office staff in maintaining our internal CRM system and reporting files.
• Liaising with internal departments to ensure client needs are fulfilled effectively.
• Feedback resolution with clear information logged in the CRM system.
• Working closely with Case Coordinators/Administrators and Sales Consultants.
• Ensuring that all duties are carried out in line with all Company policies, procedures and requirements.
• Conducting business reviews to ensure clients are satisfied with their products and services.
• Any other duties as required.

Qualifications and Education

• Estate Planning Knowledge an advantage but not essential.
• Proficient in Microsoft Word, Excel and Outlook.

Preferred Skills/Competencies

• Previous experience working as a client customer service representative or a track record of managing client relationships.
• Organisation skills to manage your diary, a high volume of work and short deadlines.
• Confidence to manage challenging situations and finding solutions to problems.
• Business and customer-oriented team player.
• High-level management reporting.