Customer Service Representative

PORTWEST , a leading global manufacturer of safety wear, workwear and PPE, is currently seeking applications for the position of Customer Service Representative for Italian markets, close to our office in Errentería, the Basque Country, on a full-time contract, reporting to the Customer Service Team Lead. Founded in 1904, Portwest has become one of the fastest growing workwear companies in the world, currently employing over 5,100 staff worldwide. With 1,400 styles across more than 20 ranges, we design, manufacture and distribute market-leading workwear, safety wear and PPE in fully owned production facilities. We’re on a mission to become the world’s most requested PPE and Safety Wear Brand.

JOB SUMMARY :

As Customer Service Representative, you will act as a point of contact for Portwest customers in a designated region. This role will provide timely customer support and query resolution services as well as escalating significant issues as appropriate.

KEY RESPONSIBILITIES :

• Assist Portwest customers in a specific region with general queries.
• Respond to all queries in a timely fashion in accordance with agreed KPIs.
• Provide proactive updates to customers on their issues and use communication skills to minimize the occurrence of delays.
• Utilize a range of communication mechanisms such as telephone, email, and online systems to collaborate with internal and external stakeholders.
• Update internal systems with records of customer interactions, communications, and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.
• Gather intel on common flaws or problems and coordinate feedback to the relevant department to stop future issues from happening.

REQUIREMENTS :

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