Telemarketing & Customer Service Executive

Do you have experience providing exceptional customer service and/or tele-marketing in B2B environment? 

Our client partners with the Worlds’ leading courier and haulage businesses and have their own online booking system for clients to make and track their own shipments.

They are now looking to strengthen their Customer Service capability in support of our future growth plans.

Ideally with first-hand experience of the courier industry and be highly responsive and empathetic to customers’ needs, understanding the critical need for offering quick and accurate assistance to customers.

About you

  • Experience in providing pro-active customer service in a B2B service environment.
  • At least 1 year of outbound B2B telemarketing experience, with skill at dealing with gatekeepers and speaking with the decision maker.
  • Ability to cope with rejection and customer frustrations on a daily basis
  • Excellent verbal and written communication skills.

    Perfect spoken English is essential.
  • Competent in the use of Microsoft Outlook, Excel & Word. 
  • Experience of pro-actively using CRM system to track and update opportunities and scheduling appointments with prospective customers.
  • It would be advantageous if you have previous experience e within logistics
  • Experience of training others in the use of CRM or similar software.
  • Ability to speak European languages, would be a bonus.
  • Above all, you will have a warm, sincere and likeable personality with a genuine desire to help resolve customers issues.  You will be positively received by everyone you speak to.


  • To ensure you get the most from this role training and coaching will be provided in the workplace on an individual basis.  Online training modules and externally provided training will also be available.
  • Core and flexible additional working hours.
  • Performance related bonus.
  • The opportunity for personal growth and career development as the business grows and develops.

Customer Service Representative responsibilities:

  • Answers incoming customer calls regarding collection or delivery issues, service questions and general client concerns.
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
  • Daily tracking and reporting of successful / failed deliveries for key accounts.  Prompt and pro-active follow ups with carriers and advice to customers.
  • Update and maintain customer information on Company Booking Systems.
  • Provide training and advice on the use of Company Booking Systems (Customer facing software)
  • Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers.
  • Conduct customer service calls to establish the level of satisfaction, detect and resolve / refer customer issues for resolution.  Identify opportunities for upselling / additional services.
  • Keep up-to-date on market & services knowledge.
  • Complete other tasks as may be required from time to time.
  • You love talking to people on the phone and building relationships with prospects and customers
  • You're able to empathize with customers in a genuine way that lets them know you care about their issues
  • You’re a team player that can follow and lead as situations dictate
  • You’re able to make decisions and solve problems
  • You’re curious and have a natural ability to “zoom out” of a problem, in order to ask the right questions, whilst also paying attention to detail.
  • You’re able to plan, organize, and prioritize work - this role wears many hats!
  • You must have previous outbound telemarketing experience.

In addition, the role will be required to cold-call business prospects to book appointments for our sales director to sell-in our services.  You are not required to ‘sell’ but must be able to ‘win’ meeting appointments as well as up-sell our services to existing clients.

About our client
Our client is a successful and growing freight forwarding business, with a strong focus on Customer Service, which helps businesses save time, hassle and money with their deliveries (parcels, packages & pallets to UK Domestic, imports & export markets). 

  • Start: ASAP
  • Duration: Permanent
  • Rate: £20k - 25k per year
  • Location: Rochester
  • Type: Permanent
  • Industry: Customer_services
  • Recruiter: Hiring People
  • Contact: Hiring People
  • Email: to view click here
  • Reference: INX01
  • Posted: 2021-03-08 10:30:15 -

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