Customer Service Representative

Farnell Global is a fast and reliable distributor of products and technology for electronic and industrial system design, maintenance and repair.  From research and design through prototype to production, Farnell helps its customers access the products and services they need 24/7.  With more than 80 years of experience, 47 localised websites, and a dedicated team of over 3,500 employees, Farnell provides every component its customers need to build the technology of tomorrow.

Job Summary 

• Based in Business Contact Centre, this role provides our customer base with a world-class customer experience across multiple channels, ensuring customer satisfaction at all times
• Collaborating with all key stakeholders, Agents are responsible for delivering both service excellence & sales by placing orders; generating additional sales where possible and responding to a variety of customer enquiries including post order issue resolution. 
• Responds to customer inquiries, expedites critical orders, communicates dispositions, researches and resolves issues, and researches orders.
• Agents are responsible for updating all supporting systems accurately  in line with company policy whilst strictly adhering to both data protection and PCI policies
• Reference: Pr2rGNQscjJIqaaU3bGP2IacWmh-cZL9LggquDPU6z8.

What will you be doing?

• Handling of all inbound (incoming) online and offline requests, within agreed service levels (including first contact resolution and adherence to compliance processes)
• Providing order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit problems and/or other such support to sales team members and/or external customers (including order expediting, stock queries, reporting and stock rotation)
• Delivering Service Excellence through efficiency, accuracy and full utilisation of customer service skills when processing orders and dealing with customer enquiries and issues
• Adhering to departmental/wider business procedures and achievement of quality standards consistently across all channels (Telephony / Email including written communication, error rates (OPA – Order Processing Accuracy, SDOE – Same Day Order Entry)
• Driving own continual development, building and/or maintaining product, customer and industry knowledge
• Ensuring data is complete and accurate, updating internal systems as required.
• Maintains and updates electronic and/or hard copy records as required.
• Working effectively with all other sales and marketing functions to grow/manage accounts.
• May Identify, investigate, and participate in opportunities to improve processes and procedures, to include various key performance metrics.
• Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with consumer laws.

What about you?

• Demonstrable customer service capability.
• Ability to prioritise a demanding workload.
• Self motivated and committed to continuous self development.
• Able to work effectively in a fast paced environment, remaining calm, focussed and effective with both internal and external customers.
• Able to use effective questioning and listening skills to gather; disseminate and apply appropriate process/procedures to information. 
• Results oriented.
• Must have computer, email, phone, communication and problem solving skills.
• Must be able to multi-task and work in a fast paced environment.
• May require high level of proficiency with English Language.

Additional Benefits 

• Holiday allowance
• Private health insurance for all the employees and their children
• Meal subsidies
• 50% FitPass subsidy on subscription
• LinkedIn Learning Licence
• Life insurance