Customer Service Representative

Role Profile

Customer Service Representative (CSR) is primarily targeted with customer retention, nurture and growth in customer revenue and margin improvement within an assigned portfolio by managing the ongoing relationships and liaising between customers and cross-functional internal teams to ensure the timely and successful development and delivery of washroom hygiene solutions that tailored to customer needs.

The CSR is expected to work as part of a cohesive centralised Customer Service and communications team and closely with internal functions such as Service Centre Managers, Field Sales Resources and Functional leaders on growth and retention strategies by providing complete and appropriate washroom hygiene solutions for every existing customer and prospect to boost retention and top-line revenue growth and margin improvement.

The CSR ensures accuracy of entry of customer data and orders and working with operational service centres to ensure that the operational teams can plan their services, install, removals and repairs on washroom equipment to the customers satisfaction.

Key Responsibilities

• Manage existing client relationships by making and taking client communications, either by phone or email.

• Act as the interface between Sales, Operations Finance functions and our customers.

• To plan, schedule and facilitate customer care appointments and using the Citron sales process and defined pricing and policies of Citron, maximise retention performance, growth potential and reduce revenue losses in the assigned customer base in line with company expectations.
• Works closely with immediate customer service colleagues, sales, and marketing leadership teams, as well as regional Service Operations, Credit Control, Billing and IT to enhance the service offering available to their portfolio of customers.
• Use SFDC and other company defined IT systems to effectively manage customer query resolution cases, pipelines, report activity, track sales, send contracts to clients, book appointments and communicate both internally and externally in a professional manner.

• Ensures all data which is inputted is accurate specifically when completing tasks such as order creation, customer instruction details, customer account creation and invoicing requirements.
• Attend internal meetings and trainings fully prepared with relevant current data on customer demand requirements and market opportunities, promoting a positive and professional customer orientated approach to ensure the high standards required by Citron for customer service, hygiene, and environmental consciousness are maintained.
• Follow the Citron policies for team members, especially but not limited to the Commercial DOA, Pricing book, SFDC policies, Tender and bidding processes and standard codes of Ethics and Health and Safety that ensure Citron is a great place to work for all team members.
• Carry out market research and maintain knowledgeable about the Washroom and consumable markets in the defined territory, including awareness of competitor activity and new legislation, sharing with your team members and sales leadership teams as appropriate.
• Investigate, analyse, and resolve customer satisfaction complaints and service issues from assigned accounts and manage the cancellation applications and log in accordance with company processes and policies.

Additional Responsibilities

• To drive customer focus and ownership throughout the business to ensure the speedy resolution of customer queries.
• To consistently follow the business process when updating business systems and records to ensure customer details are kept accurate and up to date.
• To highlight any areas of non-compliance to the appropriate Functional Managers so that these can be managed in a consistent manner.
• To build strong relationships with all colleagues and internal customers to ensure that all external customers experience excellent levels of service.
• To achieve the agreed administration KPI’s and standards set.

Knowledge and Experience

Essential

• Administration experience in a Sales or Customer facing Contact Centre environment 
• Experience in the consistent use of different systems and Microsoft software packages 
• Experience in the ability to meet robust targets that focus on customer care and attention to detail. 

Desirable

• Knowledge of the washroom or consumable industry markets. 
• Industry relevant sales experience is not essential. 
• Able to understand Sales related IT systems (Salesforce.com) and use them effectively to manage pipelines and sales activity. 
• Outbound calling – soft selling skills 

Skills Required

• Self-motivation and confidence 
• Excellent communication skills – to include written and verbal skills. 
• Passionate about putting the Customer first with a positive and friendly attitude. 
• Ability to demonstrate the use of basic sales skills especially but not limited to – listening, questioning, summarising, providing, negotiating, closing and handling customers concerns. 
• Skilled in building and leveraging relationships over the phone. 
• Understands and uses good account management, communication, problem solving, negotiation and interpersonal skills. 
• Ability to converse confidently with external and internal customers (i.e., speaking clearly, listening, comprehending, and interpreting). 
• Ability to multi-task and be resilient in a high pressured and fast paced environment.
• Excellent attention to detail and accuracy focus in all types of administration.