Customer Service Administrator
The Group
eQS’s founding principle is to create a ‘business that does good’ and the company has been driven by that ethos since 2006. Together, the Group’s portfolio of diversity, inclusion and wellbeing businesses comprise the UK’s leading Diversity, Equality, and Inclusion (DEI) specialists. Now nearly 100-strong, the eQS workforce are united in a common goal: removing barriers to education, work and life, and transforming internal cultures to create social and business benefits on a national scale.
eQS has initiated a Group-wide DEI review, designed and delivered by our own workplace DEI division, EW Group and Challenge Consultancy. This project includes a comprehensive diversity audit across all areas of the business from recruitment, management, policies, communications, training and more to ensure all our practices are inclusive and support diverse talent.
Black, Asian, minority ethnic and disabled people are currently underrepresented at eQS and are particularly encouraged to apply.
More information is available here: Home – EQS.
The Role
Working within a vibrant and friendly team, the main duties of your role will be dealing with inbound and outbound calls, creating customer records and processing customer orders, managing confidential information, and updating customers on the progress of their order. A very important aspect of the role involves the upselling of computer system upgrades.
Key Responsibilities
- Taking new sales over the phone and via email.
- Creating and maintaining customer records.
- Taking payments over the phone.
- Upselling upgrades (mainly laptops).
- Processing orders quickly and efficiently.
- Generating quotes.
- Quality control checks on customer orders.
- Answering any queries that customers may have with their order over the phone and via email.
- Dealing with inbound and outbound calls.
- Transferring customers / clients through to the relevant department when needed.
- Organising and assigning emails in the info shared inbox.
- Supporting the processing team with day-to-day queries and escalating as necessary to Customer Services Team Leader.
- Putting forward ideas and improvement recommendations of current processes and procedures within the department towards our goal of continuous improvement.
- First point of contact for informal complaints within the processing & deliveries teams.
- Weekly analysis of quality within the processing team:
- Populating quality review document
- Reviewing and addressing QC errors with individual team members
- Identifying ongoing trends and raising with Customer Services Team Leader
Essential Skills and Experience
- Maths, English and ICT, GCSE Grade A-C or equivalent.
- Highly motivated flexible individual, self-starter able to work on your own or as part of a team, ability to prioritise and handle a diverse workload.
- Strong administration skills & ability to work in a results-driven, high-activity environment with a good working knowledge of MS office packages.
- Excellent planning and organisational skills with a high attention to detail and good time keeping.
- Good interpersonal skills and written and oral communication skills with a customer centric approach.
- Positive attitude, keen to learn, confident, enthusiastic, conscientious, and passionate about making a difference.
Our Values
We are looking for a candidate who shares our values…
We support our staff in fulfilling the values with our monthly Lunch ‘n’ Learn programme where members of the team take turns to lead a fun and interactive workshop (and lunch is included!) We also run a LEAD (Leadership Exploration and Development) Programme to support our management team in growing as leaders of the business.
