Customer Service Administrator

Customer Service Administrator

Location: Lincoln, UK (this role is office based)
Salary: £24,000 - £27,000 per annum
Working Hours: 8:30 AM - 5:00 PM

About Formed Group: Formed Group is a dynamic and innovative company dedicated to providing exceptional solutions to our clients. We are passionate, agile, and solution-driven, and these core values drive our success and growth. We are seeking a Customer Service Representative who embodies these values to join our close-knit and effective team.

Role Overview: As a Customer Service Representative at Formed, you will be the first point of contact for our clients, providing outstanding support and ensuring their needs are met with efficiency and professionalism. You will play a critical role in upholding our company's reputation for excellence and contributing to our mission of delivering top-tier service.

Key Responsibilities:

• Respond promptly and effectively to customer inquiries via phone, email, and chat.
• Accurately and efficiently process customer orders
• Resolve customer issues & action queries (returns, delivery updates, product & price enquiries) with a solution-driven mindset, ensuring satisfaction and retention.
• Maintain a deep understanding of Formed's products and services to provide accurate and helpful information.
• Collaborate with team members to continuously improve service processes and outcomes.
• Handle complaints and feedback with empathy and professionalism, turning challenges into positive experiences.
• Contribute to a positive team environment, supporting colleagues and fostering a collaborative atmosphere.

Requirements:

• Proven experience in a customer service role, preferably in a similar industry.
• Strong communication skills, both verbal and written.
• Ability to thrive in a fast-paced environment, adapting to changing demands.
• Demonstrated passion for delivering exceptional customer service.
• Solution-oriented mindset with strong problem-solving abilities.
• Excellent organizational & administration skills and attention to detail, including with accurate processing of orders.
• Proficiency in using customer service software and CRM systems.
• Comfortable making & receiving phone calls in a professional manner.
• Ability to work both independently and as part of a team.

What We Offer:

• Competitive salary of £24,000 - £27,000 per annum.
• Opportunity to be part of a passionate and agile team dedicated to excellence.
• Professional development and career growth opportunities.
• A supportive and collaborative work environment.
• 20 days holiday plus statutory benefits.