RBS E-CUSTOMS - CUSTOMER SERVICES REPRESENTATIVE

Job Description

Primary Responsibilities    

• Maintain customer communications with regards to customer service activities
• Provide a polite and prompt response to all customer queries in compliance with service level agreements
• Maintain records of queries in the company call management system, ensuring that the reported issue is investigated and resolved or escalated appropriately.
• Assist customers to achieve a resolution to their query or request, supporting all inbound communications methods which include telephone, live chat and email.
• Undertake software quality assurance and user acceptance testing.
• Contribute to a high-performing Customer Service team to maintain strong customer relationships, collaboration with colleagues and solution-focused working environment.

Qualifications

Specific Responsibilities   

• At all times, complies with SGS Code of Integrity and Professional Conduct.
• Receive, record, resolve or escalate in-bound customer queries through email, phone and live chat in compliance with service level agreements
• Timely and accurate software product testing and provide feedback to colleagues
• Promote and ensure compliance with internal policies and systems, including Quality, Environmental and Health and Safety
• At all times, adopt a safe behavior by exercising due regard for the health and safety of yourself, colleagues, and clients, in line with the Company’s policies and procedures
• Ensure full compliance with the Company’s Code of Integrity & Professional Conduct, and at all times adopt behavior in accordance with SGS Equality & Diversity policy
• Ensures work area in GBS is always kept clean and presentable.
• Remains familiar with SGS quality assurance procedures.
• Complies to all SGS QHSE and HR policies and procedures.

Profile

• Bachelor’s degree in any related field
• 1 to 2 years of experience in Customer Service
• Proficiency in Microsoft tools and applications
• Excellent written and verbal communication skills in English (B2+ or C1).

Desirable

• Trade-related qualification (e.g.: UK Customs Academy/BCC/BIFA)
• Direct experience of international trade
• Working within an ISO9001 environment
• Customer service call management systems
• Understanding of customs (HMRC) import and export procedures
• Analyzing user and process workflows

Additional Information

Required Skills

• Strong organisational skills
• Ability to understand, interpret and document customer requirements
• Able to work flexibly, remain calm under pressure and adapt to changing demands
• Able to work under own initiative and as part of a team
• Attention to detail and ability to see a project/task through to completion