Customer Support Executive 

Salary Range: £26,050.00 - £27,000.00 pa

Full Time - 3 months Fixed Term Contract

Location: Colchester (hybrid)

We have an excellent opportunity in our Customer Support Team for a full time 3 month FTC, this is a great opportunity to kick start your career and gain valuable experience.

Purpose of the Role:

The Customer Support Executive plays a critical role in ensuring exceptional customer satisfaction and maintaining positive customer relationships. Provides timely and effective assistance to customers, ensuring a seamless customer experience. Effectively manages, oversees and organises the interaction between a customer and Rapid throughout the customer lifecycle. Plays an important role in ensuring our customers have a positive and satisfying experience. Responsible for addressing customer enquiries, resolving issues, and providing exceptional service through various communication channels.

Key Accountability

Responsible for managing excellent communication and interaction between the customer and the company, providing a high quality of customer service which increases the company’s reputation leading to increased sales. With a range of duties that include processing orders, handling enquiries via incoming calls, updating customer accounts and dealing with correspondence, the Customer Support Executive is the front line for customer interaction with Rapid.

Responsibilities

Customer Interaction:

• Respond promptly and professionally to customer enquiries via phone, email, chat, or social media.

• Provide accurate and helpful information to customers regarding our products or services.

• Assist customers in placing orders, tracking shipments, and processing returns or exchanges.

• Process a high volume of both telephone and offline orders with speed and accuracy ensuring customers are made aware of all relevant information.

• Promoting our website and facilities at every opportunity to try and convert offline customers to online ordering and returns.

• Ensure our customer contact database is up to date and contacts verified through ordering processes and subscribing customers to our mailing list.

• Able to generate additional sales through the conversation of quotations, uplink products, and promotional selling and proactive calls.

• Customer Qualification; build close relationships with customers and identify customers with potential for sales growth.

• Solicit feedback from customers to gauge their satisfaction and identify areas for improvement in the support process.

• Contribute ideas to improve the overall customer experience.

Issue Resolution:

• Diagnose and troubleshoot customer problems, providing accurate solutions or escalating issues to the appropriate department if necessary.

• Ensure that all customer issues are resolved to their satisfaction, maintaining a high level of first-contact resolution.

• Investigate and resolve customer complaints or issues, striving for a swift and satisfactory resolution.

Product Knowledge:

• Maintain a deep understanding of our products or services to effectively assist customers.

• Stay updated on new product releases and features to provide informed assistance.

Documentation:

• Accurately record and maintain customer information and interactions in our CRM system.

• Document common issues and develop knowledge base articles for self-help resources.

Quality Assurance:

• Adhere to established customer service guidelines and quality standards.

• Contribute to procedural changes relating to product and stock issues. This includes notifying Procurement Team of website errors and product specification changes to ensure our website data is accurate and up to date; working with Warehouse staff and procurement identifying and amending product weight discrepancies where applicable.

• Ensure all processes are correctly followed, from our scripted call process to handling returns and errors

• Achieve full accreditation and competence for all areas of Customer Experience, within designated time frames

• Continuously seek ways to improve service quality and efficiency.

Feedback and Improvement:

• Collect customer feedback and insights to help identify areas for improvement.

• Collaborate with management to develop and implement strategies to enhance customer satisfaction.

• Achieve individual performance standards required to meet business needs in accordance with Best Practice Model

General

• Responsible for their own performance, and to support their team in, achieving all targets and job standards set out by the Customer Service Manager. • Adaptable and flexible in their approach to work.

• Work efficiently and effectively as part of a team.

• To be curious and always looking for a better way to perform a task, in order to improve efficiency. Communicative and respectful of all workers within Rapid and their working environment.

• Understand how each task within the team impacts on the overall Client / Customer Experience of Rapid and ensure that they are striving to make this the best possible experience for all concerned.

• Actively participate in internal / external training linked to professional and personal development opportunities. • Perform any reasonable task that is required of them by their Manager.

Why Rapid?

At Rapid we're collaborators, innovators, and partners, with a purpose of helping you become better. As a leading distributor catering to bespoke needs in the Industrial and Education sectors across the UK, we take pride in our commitment to be the preferred choice for our customers, suppliers and our employees. Join a great place to enjoy growth

Collaborative Can Do Culture:

We foster a collaborative and inclusive work environment where every voice is heard, and every idea is valued. You'll be part of a team that thrives on collective expertise and mutual support to achieve.

Opportunities for Growth:

We believe in investing in our employees' growth and development. Whether you're just starting your career or looking to advance to the next level, we provide ample opportunities for learning, competence development, and career advancement.

Customer-Centric Approach:

Our success is built on our commitment to exceed our customers' expectations. As a member of the Rapid family, you'll play a crucial role in delivering bespoke solutions that elicit customer satisfaction and loyalty.

Work-Life Balance:

We understand the importance of maintaining a healthy work-life balance. That's why we offer flexible work arrangements and comprehensive benefits packages to support our employees' overall well-being.

Our Values, our DNA:

At Rapid our values are lived, not laminated. You feel, hear and see them in action relentlessly. They shape our culture and make us a Great Place to Work.

Benefits

• 25 days holiday (increasing by one day per full calendar year to a maximum of 29) + statutory public holidays
• 5.5% Employer Pension Contribution
• Medicash Healthcare Cash Plan
• Secure complimentary parking
• Hybrid Working
• Complimentary refreshment stations
• Annual bonus scheme
• Cycle to work scheme
• Electric Vehicle Lease Scheme
• Employee Assistance Programme
• Life Assurance
• Buy Holiday
• Training Courses
• Staff Discount