Customer Support Administrator

Role Overview & Responsibilities

Duffells is the market leader in the supply of locks and security products to our trade customers. We’ve been established for over 60 years, but we don’t ever want to stand still. Our growth and success have been built on the service that we give to our customers. Its at the heart of everything that we do.

We’ve got a big warehouse in the Midlands and a smaller one in Croydon. You’ll be based in Croydon, but everyone has the chance to work from home, if that suits their role and them best.

Role summary

We have an exciting opportunity to join our Customer Support team. The role entails predominantly looking after our customers once their order has been dispatched and you’ll play a pivotal role in ensuring that our customers experience the best service possible. You will also be on hand to assist customers on the telephone with any overflow calls, helping them place orders and answering general enquiries.

Key Responsibilities:

You’ll join our team, to help our customers and your colleagues in the wider business. Here’s some of the duties that the role will include:

· Delivering outstanding customer care by successfully responding to queries via multiple communication channels, showing your passion and dedication along the way.

· Building a rapport with our suppliers and couriers when raising investigations.

· Arranging for replacement goods to be sent to customers.

· Assisting the returns department with booking collections and returns queries.

· Logging courier claims and providing requested information.

· Being proactive and advising customers of any courier delays.

· Taking ownership of queries assigned to you and managing them through to completion, ensuring the customer is kept updated throughout.

· Liaising with the warehouse regarding stock queries

· Assisting with overflow telephone calls, helping the customer to place orders and supporting them with general enquiries.

The role is focused on providing an exceptional level of service to our customers. To support our Customer Service Administrators, we have a network of sales, administration, technical and analytical functions.

Job Types: Full-time, Permanent

Salary: £23,500.00-£25,700.00 per year

Benefits:

• Additional leave
• Casual dress
• Company pension
• Employee discount
• On-site parking
• Private medical insurance
• Wellness programme
• Work from home

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• Croydon: reliably commute or plan to relocate before starting work (required)

Experience:

• office/phone based customer service: 2 years (required)

Work Location: Hybrid remote in Croydon

Reference ID: CSA