We are currently recruiting for an experienced Customer Support Coordinator with Zendesk and Ecommerce experience to work in a global organisation. The role of the Customer Support Coordinator is to effectively manage end user customer relationships from initial contact through to resolution stage. Responsible for handling consumer sales/product/service enquiries via phone and email, including support for online orders and managing web order returns. This role is an immediate start ideally before Christmas.

Duties                                                                               

• Handle incoming customer enquiries via phone, email and other channels, providing excellent customer service at all times.
• Place outbound calls to customers to advise and/or obtain information necessary to process orders and resolve issues.
• Record all customer interactions ensuring that issues are resolved in a professional and timely manner.
• Monitor and process web order returns.
• Web order tracking.
• Liaise and build relationships with Marketing, Technical Support, Finance, Operations and Sales to ensure effective resolution on all customer enquiries
• Work with Sales Admin to ensure accuracy with web order processing.
• Interact and communicate with our supplier and vendor partners regarding customer activity/orders.
• Monthly report showing support statistics from Zendesk and general update on Support for EMEA region.
• Assist the Ecommerce Manager as required in carrying out ad-hoc tasks.

Knowledge and Skills Requirements

• Multilingual, fluent in English, ideally a 2nd language German/Italian/ Spanish but not essentail 
• Previous use of Zendesk Customer Support platform.
• Excellent communication skills (both written and verbal) including a warm telephone manner.
• Customer service experience is essential with a genuine interest in customer care.
• Previous experience working in Ecommerce Customer Support preferred.
• Excellent organizational skills with ability to multi-task and extremely detail oriented.
• Ability to resolve complaints and queries ensuring a high level of customer service.
• Able to follow direction and complete tasks independently.
• Proactive and highly motivated team player.
• Proficient in all Microsoft Office Packages.
• Ability to work to tight deadlines and be able to demonstrate excellent time management skills.
• Knowledge or interest in DJing and music would be an advantage.

Think Specialist Recruitment is an independent support staff recruitment agency based in Uxbridge & Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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