Opportunities have arisen to join CNS’s Service Desk due to expansion. Do you take pride in sharing your expertise in systems to help customers? Are you passionate about providing excellent customer service?

We are looking for service orientated individuals to join a team of Customer Service Analysts, becoming part of a professional team that is key to the success of CNS. We will provide a comprehensive training program and the opportunity to progress as you develop your expertise in our products and in UK customs regulations. A truly exciting, unique opportunity for the right individuals.

ROLE OVERVIEW

The Customer Service Advisors provide essential first and second line support to our external customers including leading Global shipping lines, ports, express air carriers, freight forwarders, HM Customs and other inspection agencies.

The CNS Helpdesk provides a professional service and is available 24 hours a day, 365 days a year for all enquiries into the business, offering 1st and 2nd line support to expedite the timely resolution of all customer queries.

KEY RESPONSIBILITIES

• Process new enquiries and company registrations in a prompt and efficient manner
• Monitor emails and answer calls from existing clients in line with the company KPI
• Complete admin and customer account maintenance
• Redirect emails and calls to correct department if required and also perform adhoc duties as required by the business and a timely and professional manner
• Able to take ownership of customer issues and to accurately interpret and communicate detailed customer information
• Ensure all relevant information is captured in ticketing system and advice that is given to customers is accurate and completed fully
• Monitor status of tickets to ensure timely resolution of customer query in line with company KPIs

SKILLS AND EXPERIENCE REQUIRED

Essential

• 5 GCSEs at grades 4-9 including Maths and English or equivalent
• Experience of working is a customer service setting and working to set KPIs
• Effective communicator including excellent written and oral communication
• IT and computer literacy
• Ability to deliver excellent customer service/experience in a customer facing role
• Proven analytical skills and able to make decisions under pressure
• Ability to multi-task and have a key eye for attention to detail
• Ability to work as part of a team with a positive attitude
• A flexible approach to work is required as you will be expected to work a rotating shift pattern

Desirable

• Knowledge of both Import / Export procedures and customs declarations
• Experience of freight, shipping, cargo or logistics working environments

HOURS OF WORK: 37.5 hours per week (roster and on call will apply)

BENEFITS:

• Competitive salary plus shift allowance
• Opportunity to earn an annual bonus of up to 8% annual salary
• 25 days holiday
• Pension scheme – contributions matched up to 6%
• Life assurance
• Option to join the company BUPA private medical scheme
• Medicash
• Flexible benefits platform with a wide range of offers to choose from
• Free parking
• On site canteen and gym
• Hybrid office/working available (after completion of training program)

TO APPLY:

Please submit your CV and a covering letter to [email protected].