Customer Service Representative at Sourcefit

Position Summary:

We are seeking dedicated and detail-oriented individuals to join our team as Customer Service Representative. In this role, you will be the first point of contact for our customers, handling a range of inquiries and processing orders efficiently. Your responsibilities will include managing customer service calls, processing web orders, and enhancing customer satisfaction through upselling and feedback solicitation.

Job Details:

• Work from Home
• Monday to Friday | 9 AM to 6 PM GMT

Responsibilities:

Customer Service:

• Handle inbound customer service calls related to:
• Delivery and tracking updates.
• Orders not received or incorrect orders.
• Damaged orders or orders with missing parts.
• Refund inquiries and chasing up refund statuses.
• Logging and managing return requests for items no longer needed.
• Opening and logging warranty requests for faulty parts.

Order Processing:

• Check and process web orders with accuracy.
• Create and send quotes for potential upsells.
• Request vehicle registration numbers on orders for proper processing.
• Utilize different systems to verify part fitment:
• Identify the manufacturer number from the main dealer system.
• Cross-reference the manufacturer number with available parts.
• Raise and send quotes through the CRM for items that complement the customer's order.

Customer Feedback:

• Request and encourage customer feedback and reviews.
• Motivate customers to leave positive reviews on Trustpilot and Google.

Qualifications:

• Previous experience in customer service or order processing roles.
• Strong communication skills, both verbal and written.
• Ability to multitask and manage time effectively.
• Proficient in using CRM systems and other related software.
• Detail-oriented with strong problem-solving skills.
• Ability to work independently and as part of a team.
• Basic knowledge of automotive parts and systems is a plus.