Customer Support Agent

Our DS Smith Recycling Head Office, based in Caerphilly, South Wales are currently recruiting new members for the Customer Support team. We are seeking two Customer Support Agents on a fixed term basis.

To be a Customer Support Agent at DS Smith it is very important that you can work with data and information, communicate effectively with people and achieve results.

The roles available are:

– 12 month fixed term full time
– 10 month fixed term 22.5 hours a week, 5 days – Monday-Friday; 9:30-14:00

The role involves 8 Saturday, 4 Sunday and 2 bank holiday shifts per annum. (Pro rata for 10 month contract).

The role is essential in delivering and supporting a customer first culture that delivers a world class customer journey experience whilst creating and contributing to an efficient and productive working environment.

Your key daily tasks will include dealing with vendor/customer invoicing processes and all related queries to a high level of completion, inputting into business systems ensuring data accuracy at all times and the distribution of customer / internal management reports on time and in full.

Other key tasks will include…

– Ensuring product and service knowledge
– Being aware of and display internal DS Smith Values and external brand proposition and how this fits into the Customer Support Team
– Working with the Customer Support – Team leader and Management to foster profitable customer interaction
– Ensuring the Customer Support meets and exceeds customer needs
– Be part of and deliver an ‘Own It’ culture, where customer issues are owned to resolution
– Engaging with internal departments and functions to bring ensure prompt resolution of invoice queries
– Identifying and implement best business practice to improve process and the overall customer journey experience
– Managing discrepancies from incorrect data entry onto the system and highlight areas to prevent repeat instances of improper data entry

The Candidate…

• Good team player with a customer service/admin background
• Target driven and is used to working to deadlines, SLA’s and KPI’s
• Attempts to solve problems for yourself and think about possible solutions
• Perseveres with difficult situations even when things become difficult, repetitive or inconvenient
• Shows passion and enthusiasm in achieving business, team and individual goals
• Takes personal responsibility to deliver excellent customer service
If this role is of interest, please can you state which fixed term contract you are applying for in your covering letter.

About DS Smith…

DS Smith is a leading supplier of recycled packaging, both within the UK market and throughout Europe. A FTSE 250 listed business with a turnover in excess of £3.6 billion. The organisation employs over 22,000 people worldwide & is continuing to grow both organically & through acquisition.

Salary: £26,000per year.95

Application Process:

Please submit a copy of your current CV, along with a cover letter, detailing a synopsis of your CV & summarising the key points of your experience that are relevant to the role for which you are applying.