We are currently recruiting for a Hire Desk Controller to join our Customer Service Team at our offices in Grays.
Reporting to the Customer Service Manager you will be responsible for actively contributing to the region's performance through effective sales, customer service and administration. You will be the first point of contact for our customers, ensuring great relationships are built and a high level of service is always achieved. Through effective end to end hire management, you will contribute to maximising revenue, achieving profit targets, and ensuring customer retention is maintained.
In return you will receive a Competitive Salary, 25 days annual leave plus bank holidays, Life Assurance, Westfield Health Cash Plan, Auto enrolment pension scheme & Lifestyle Benefits – discount on selected high street stores.
Responsibilities include:
Own all inbound customer enquiries regardless of the enquiry type seeing them through to resolution.
New account opening and onboarding of new customers.
Providing quotations and identifying any cross or upselling opportunities to customers using a sales through service approach.
Follow up of open quotes to drive revenue performance within the allocated region.
Capture of accurate data within the order entry process to ensure a seamless service for our customers and to minimise disputes.
Understand and articulate product range (customer gets the right machine for the job).
Build and maintain strong interdepartmental relationships, to ensure a collaborative customer focused working environment is achieved resulting in a positive customer experience.
Deal with all customers queries quickly, efficiently and cost effectively.
Respond/Resolve/Escalate customer related problems or service issues owning through to resolution.
The ideal candidate will have/be:
Experience of inbound and outbound telephone-based account management, telesales or customer service in a business-to-business environment.
Hard working with a high level of customer focus.
Excellent telephone manner with the ability to keep calm under pressure and build rapport with customers.
Ability to establish credibility act decisively, but able to recognise and support preferences and priorities of the customer.
Proactive, high energy team player, ability to work closely with colleagues at all levels.
Able to demonstrate effective negotiation skills to ensure business is won on viable and competitive commercial terms.
Strong verbal and written communication skills, who can work will with colleagues and customers of all levels.
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