Customer Service Administrator

Job Description

Our Customer Service Administrator acts as the first point of contact for customers seeking assistance, providing them with the necessary support and information to ensure all customer needs and expectations are met. They respond to inbound customer calls and emails regarding orders, returns and any related issues: problems, order changes, shipping, and resolution times etc. They play a critical role in fostering strong customer relationships both internal and external, enhancing brand loyalty, and delivering a positive customer experience to contribute to the overall success of the organisation.

Key Responsibilities include but not limited to:

• Customer Interaction: Engage with customers through various channels such as phone calls, emails, and other platforms to support their enquiries, requests, and concerns.
• Manage the relationship on a day-to-day basis in an appropriate and professional manner.
• Issue Resolution: Troubleshoot and resolve customer complaints promptly and efficiently. This includes identifying the problem, offering viable solutions, and escalating complex issues to appropriate departments or individuals when necessary.
• Order/Returns Processing: Assist customers in placing, modifying, or cancelling orders. Where a return is required, ensure the transactions are managed and processed in line with policy.
• Feedback Collection: Gather customer feedback to understand their needs, preferences, and areas for improvement. This information is valuable for enhancing service quality and informing product development.
• Documentation: Accurately document customer interactions and maintain detailed records of issues, solutions, and communications. This serves as a valuable resource for reference and ensures continuity in customer support.
• Team Collaboration: Work closely with other departments such as sales, C2C, supply chain planning team etc. to ensure a unified approach to customer satisfaction. This collaborative approach helps in resolving complex issues and implementing customer feedback.
• Product & Service Awareness: Maintain a level of understanding of the company’s products and services to provide accurate information and assistance to customers. This often involves ongoing learning and training to stay updated with new offerings. Where relevant knowledge is not applicable, know when and where to hand over to the correct team.
  
  

Key Metrics:

• Achievement of Key Performance Indicators to deliver key objectives and enhanced customer experience.
• Customer satisfaction ratings.
• Employee Voice Survey results
  
  

Results Required Skills:

• Communication Skills: Strong verbal and written communication abilities are essential for conveying information clearly and effectively to customers.
• Empathy: Understanding and empathising with customer concerns is critical for providing supportive and compassionate service.
• Problem-Solving: Ability to analyse issues, think critically, and devise effective solutions is fundamental to resolving customer problems.
• Patience: Handling customer complaints and inquiries requires patience and maintaining a calm demeanor under pressure.
• Technical Proficiency: Familiarity with customer service software, CRM systems, and other relevant technologies is necessary for efficient operations.
• Time Management: Effective multitasking and prioritisation skills ensure that customer inquiries are resolved in a timely manner.
• Attention to Detail: Accuracy in documenting customer interactions and processing orders is crucial for maintaining service quality.
• Adaptability: Flexibility to handle a variety of tasks and adapt to changing customer needs and company policies.
• Knowledge Retention: Ability to retain and recall detailed information to assist customers effectively.
  
  

Experience:

• Experience in a Customer Service environment
• Strong organisational and interpersonal skills
• Previous experience working with SAP is preferred although not essential
• Confident in communicating at all levels within the organisation
• Intermediate level of knowledge of all Microsoft packages
• Enthusiastic and self-motivated
• Fluency in German is a MUST
  
  

About Us

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com .

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster , "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision . Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice . If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.