Closing Date: 15th September 2024
Vidu are working on a super exciting assignment in the search for a Customer Success Manager on behalf of a rapidly growing, privately owned logistics business.
Our client are a global logistics and e-commerce solutions provider, committed to delivering exceptional service in parcel and supply chain management. With a network spanning across multiple countries and partnerships with leading courier companies, they offer seamless, reliable, and efficient logistics solutions to their clients.
This role would ideally be suited to someone with 12-18 months Customer Service experience, who likes the sound of joining a fast paced dynamic and being a real part of their development journey.
£30,000 basic salary, performance based incentives, package and excellent opportunities for career development and progression towards building and managing your own team.
Our client has engaged with Vidu VIP to commence the initial search.
Our team of dedicated consultants will be your first point of contact when applying for this role.
Your Mission:
You will be the primary point of contact for customers, providing support and resolving enquiries related to the whereabouts of their parcels.
You will handle customer queries concerning deliveries made through our clients partner networks, including EVRi, Yodel, Amazon, DPD, DHL, and Spring Global.
As a fully trained member of the team, you will use your knowledge and expertise to ensure all customers receive accurate and timely information.
Key Responsibilities:
Customer Interaction:
Respond promptly to customer enquiries via phone, and email.
Provide clear and accurate information regarding the status of parcels and delivery timelines.
Address and resolve customer concerns or complaints with empathy and professionalism.
Where required, processing claims on the customers behalf.
Query Resolution:
Utilise internal systems and databases to track and trace parcels.
Liaise with courier partners (EVRi, Yodel, Amazon, DPD, DHL, Spring Global etc) to investigate and resolve issues related to parcel delivery.
Ensure all customer queries are resolved efficiently and within agreed service levels.
Process Adherence:
Follow established protocols and procedures for handling customer enquiries and escalating issues when necessary.
Be proactive in informing customers of issues, returns or claims acceptance/rejection.
Stay up to date with the latest processes, services, and technologies to provide informed assistance.
Team Collaboration:
Work closely with other departments, including Operations and Sales, to ensure a seamless customer experience.
Provide feedback on recurring issues to help improve processes and service delivery.
Previous experience in a customer service role, preferably in the logistics, e-commerce, or related industry is essential.
Familiarity with courier services such as EVRi, Yodel, Amazon, DPD, DHL, and Spring Global would be advantageous.
Strong communication skills, both verbal and written.
Excellent problem-solving abilities with a focus on customer satisfaction.
Ability to work independently and manage multiple tasks simultaneously.
Proficient in using customer service software, CRM systems, and Microsoft Office Suite.
High level of empathy and patience in dealing with customers.
Attention to detail and accuracy in data handling and query resolution.
Ability to adapt in a fast-paced environment and handle high-pressure situations.
