Customer Services Associate

Join Saica Natur, a division of the Saica Group specializing in waste management and environmental solutions. At Saica Natur, you will give waste a second life, driving the circular economy forward.

At Saica Group, we have integrated the circular economy into our business model, embracing sustainability as the key to achieving a more responsible production system. At Saica Natur, you’ll be part of the circle!

We believe in talent, professional growth, and making a positive impact on the world. If you're looking for a dynamic environment where every day is an opportunity to innovate and create a better world, Saica Group is the place for you!

Job:

Customer Services Associate

Job Description:

B: JOB PURPOSE

Brief summary of the role and overall purpose

SNUK’s Customer Service Advisor is the first point of contact our customers can have with Saica. The act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met is crucial if Saica wishes to retain our customers.

The role of the CSA is to deliver exceptional levels of customer service through timely and thorough handling of Saica Natur’s customer requests. Working in a fast-paced environment to address customer issues via telephone and email, you will support the front line account managers and other Saica stakeholders to deliver Saica Natur’s End-2-End Customer Services’ vision of quality, compliance and excellence.

Applying a “Right First Time” approach to management of data you will work within a framework of both internal and customer related Service Level Agreements.

C: KEY RESPONSIBILITIES

• Respond promptly to customer requests and queries via telephone or email to enhance the experience of SNUK’s customers;

• Handle and resolve customer complaints;

• Achieve day-to-day operational targets as set by your line manager,  ensuring your daily workload is completed on time and accurately;

• Address customer questions about new and existing services and co-ordinate Saica Natur’s response accordingly through collaboration with Saica stakeholders and its sub-contractors;

• Work in close collaboration with National Account Managers to create a sense of team, ensuring NAC customer queries and requests are responded to quickly within the agreed customer SLAs;

• Follow up on customer interactions;

• Deliver the customer service processes as set down under the operational excellence framework;

• Organise workflows to meet customer timeframes;

• Accurately record and log interactions with customers and update SNUK’s systems ensuring information is available and accurate to create both internal and customer reports;

• Contribute to expanding SNUK’s sales and improving its profitability by increasing customer satisfaction;

• Maintain in-depth working knowledge of Saica’s brands, systems and processes;

• Educate customers about Saica’s products and services;

• Undertake any other duties as requested by your line manager in accordance with the scope and the responsibilities of the role.

D: GENERAL CRITERIA (ESSENTIAL & DESIRABLE)

To be successful in this role, you must:

• Demonstrate empathy and patience;

• Go the extra mile to deliver customer satisfaction;

• Have excellent communications skills in particular, verbal and listening - You will be a “People Person”;

• Display excellent phone etiquette;

• Be results-driven, taking pride in delivering the daily customer services tasks with great attention to detail;

• Perform best by working as a member of a team;

• Be able to work in a fast-paced environment, and under pressure;

• Be a fast learner with an engaging personality demonstrating problem-solving abilities;

• Demonstrate a proficiency with technology, especially computers, software applications, and phone systems;

• Have a strong understanding of Saica’s products, policies, and services;

• Be analytical, efficient, and thorough;

• Remain calm and courteous under pressure and navigate tense situations.

Work Experience:

Customer Service

Education:

GCSEs (General Certificate of Secondary Education): Administration

Worker Type:

Regular

Why choose Us

By joining the Saica Group, you're choosing more than a job – you're choosing a purpose-driven career that aligns with your values. You'll collaborate with like-minded individuals to shape a sustainable future, making a meaningful contribution to our world.

Saica Group is committed to Occupational Risk Prevention for its employees and partner companies, Environmental Protection, the Quality of its products and services, and Equal Opportunities between men and women. In our work, we strive to maintain a balance between professional and personal life.

All CVs received will be handled in accordance with Personal Data Protection legislation and will be archived unless the candidate expressly requests their cancellation or rectification in writing.