Customer Service Representative - Viking : Job Details

At Viking we are fanatical about excellent customer service!   

Our long-standing reputation as experts in workplace solutions (office supplies and equipment) is founded on delivering an excellent experience to our customers.   

In Customer Service, we want to provide a first-class service in all areas of the customer order cycle – order management, queries and delivery information - so that we build long term relationships with our happy customers. 

We are looking for like-minded people to join our growing business:  friendly, passionate empathetic people, who are also adaptable and who love helping others. Previous customer service experience would be a benefit, however your attitude and willingness to learn is even more important.  

We will support your professional development with a comprehensive induction and training programme as well as ongoing coaching to develop your skills. 

If you are looking to further your customer service career in a supportive environment within a growing business, we would love to hear from you. 

Your Role: 

You will provide the personal touch to our business, delivering a friendly, professional and high-quality service to our customers.? You will be responsible for taking inbound calls, resolving customer queries and identifying up- and cross-selling opportunities, as well as using your excellent written communication skills to interact with customers through email and chat. You will identify their needs and effectively process all customer orders, as well as pre and after sales queries. You will enhance the customer experience by being prepared to go the extra mile, including outbound calls to new and reactivated customers to evaluate their experience with Viking, and, in doing so, will develop customer loyalty and grow our long-term customer base.?  

You will work towards objectives to achieve individual and team Key Performance Indicators (KPIs) and in turn will be recognised and rewarded for going the extra mile. 

Your Responsibilities: 

• Dealing with B2B and B2C customers, processing orders and queries for office supplies and equipment delivery. 
• Respond via phone, email and chat ensuring a correct understanding of the reason for the customer contact. 
• Ensure that the question of the customer is answered and expectations managed to the highest standard.  
• Provide efficient and effective service to customers, undertaking handling of objections if needed. 
• Suggest additional and alternative products or services to meet customer needs as well as referring customers to other departments of Viking Raja when required 
• Handle all administrative duties related to the customer service role, including maintaining and updating customer information on our CRM tool 
• Develop and maintain extensive understanding of all products, services, systems and processes in order to deal with a variety of queries
• Constantly listen to customer feedback to seek ways to improve the relationship with our customers and ways to improve the efficiency of our service. 

Your profile: 

Essential 

• Previous experience working within a customer focused environment such as a contact centre, retail, hospitality 
• Is able to work with autonomy and demonstrate a positive attitude and team spirit.  
• Is customer satisfaction focused, process and results driven.  
• Has excellent listening skills with ability to build rapport and engage with customers. 
• Fluent knowledge of English, spoken and written.  
• Uses logic and initiative to solve problems and effectively implement solutions.  
• Computer literacy, specifically proficiency in Microsoft Office applications 
• Ability to learn and use a Customer Relationship Management (CRM) system efficiently. 

Desirable 

• Is able to work within guidelines and systems within the department and is able to contribute ideas to improving and enhancing the customer experience and satisfaction 
• Has the ability to handle standard and sometimes complex questions from customers to get a full view on their needs.

Benefits: 

• Generous pension (matched contribution up to 6%, with a maximum employee contribution of 10% of your monthly salary) 
• Staff discount  
• 25 days holiday plus bank holidays, rising with service 
• 8 hours paid appointment time per annum 
• Hybrid working possible after the satisfactory completion of your probationary period 
• Employee Assistance Programme 
• Free on-site parking and subsidised canteen 
• Employee friendly policies such as long Service rewards 

Our customer service team work the hours to suit our business customers, typically Monday to Friday between the hours 8:00am to 5:30pm. 

About Viking: 

Looking to work within a vibrant company, combining 25 years of industry expertise with ongoing investment in cutting-edge technology to drive future success? Seeking a role where proactivity is welcomed, with scope to develop and grow? 

We are Viking. We provide business supplies and services to help our customers work better - whatever their workplace. We are a single source for everything customers need to be more productive, including the latest technology, core office supplies, print and document services, business services, facilities products, furniture, and school essentials. We sell approximately 45,000 products in total, which we supply to other UK businesses, mainly though our Ecommerce channel. 

Our values

INTEGRITY 

We earn the trust and confidence of employees, customers, suppliers and shareholders by being open, honest and truthful in all that we do. 

RESPECT 

We treat others the way we want to be treated

TEAMWORK 

We believe in empowering our employees and foster an open and equal approach to teamwork. 

INNOVATION 

With a culture of creativity and a thirst for intelligent risk-taking, we aspire to do what has not been done before. 

ACCOUNTABILITY 

We are responsible for achieving and sustaining unprecedented results that create extraordinary value to our shareholders and stakeholders through personal commitment, sensible thrift, collaboration, and shared leadership