Customer Care Agent

Customer Care Agent - Mid Kent

£26,000 - £28,000

Full-Time | Office Based

Monday - Thursday | 08:00 - 17:00

Friday | 08:00 - 16:00

Customer Service. Account Support. Sales Administration.

Pearson Whiffin Recruitment are currently recruiting for a Customer Care Agent to join a busy and established customer service team based in Sittingbourne.

This is a great opportunity for someone with strong customer service and administration experience who enjoys working in a fast-paced environment, managing customer accounts and building strong relationships.

The role will predominantly support national account administration, working across major customer portals and accounts, while also providing support across the wider Customer Care and Key Account teams.

The Role

Working as part of the Customer Service team, you'll be responsible for handling customer enquiries, managing account administration and supporting the smooth processing of customer orders.

Responsibilities will include:

Handling first-line customer service enquiries across Customer Care, Key Account Support and national accounts

Managing administration for key and national customer accounts

Processing and monitoring orders using internal order management systems

Using CRM systems and customer portals on a daily basis

Ensuring customer orders are processed accurately and dispatched on time

Supporting Key Account Managers with order management and account administration

Identifying order issues, discrepancies or delays and taking appropriate action

Working closely with internal departments to resolve customer queries and complaints

Managing customer expectations and providing regular updates where required

Monitoring workload against agreed targets and SLAs

Maintaining accurate customer and account information

Managing high-volume and high-value customer accounts

Providing feedback to management to help improve the customer experience

Building strong customer relationships through telephone and written communication

Supporting wider customer service and sales administration activities when required

What We're Looking For

Previous experience within a customer service, customer care or sales administration role

Experience working within a B2B or business-to-retail environment would be advantageous

Previous experience managing customer complaints and resolving issues

Confident communicating with customers over the telephone

Strong written and verbal communication skills

Excellent attention to detail

Comfortable working in a fast-paced environment

Able to prioritise workload and manage multiple tasks effectively

Proactive approach with the ability to use initiative

Strong customer-focused attitude

Experience managing large, national, VIP or high-turnover customer accounts would be highly desirable

Comfortable working across different departments to resolve customer issues

Quick learner with good systems knowledge

Systems Experience

Experience using the following would be highly advantageous:

CRM systems such as HubSpot, Salesforce, Zendesk or Freshdesk

Microsoft Excel

Order management systems

Customer and national account portals

Company databases and account management systems

What's On Offer

Salary of £26,000 - £28,000, depending on experience

Full-time, permanent position

Monday to Friday working hours

Early finish on Fridays

23 days annual leave plus bank holidays

Staff discount on company products

Opportunity to work with major national customer accounts

Varied role combining customer service, account management and sales administration

Supportive and collaborative working environment

If you're an organised, customer-focused individual with strong administration and systems experience, apply today!

Please note, due to the expected high volume of applicants, only suitable candidates will be contacted