Product Support Advisor

WE Talent is currently supporting an exciting business in Braintree with their search for Product Support Advisor to join their experienced team.

This position is working at the companies modern premises, and provides training and ongoing career support.

Our client is looking for people that can be engaging with and understanding the needs of the customer, applying expert product knowledge.

This role will be representing the company brand and we therefore are looking for candidates with professionalism who can align with their company values.

This is a full-time permanent position, covering 40 hours over a Monday to Sunday week consisting of three different shift patterns:

• 8:00am - 5:00pm• 9:00am - 6:00pm• 10:00am - 7:00pm

Duties include:

• Striving for first time resolutions over the telephone through effective troubleshooting on faulty products to minimise loss of revenue to the business.
• Meet Product Support targets by achieving the set individual KPI’s and objectives.
• Answering incoming calls, emails, and call backs
• Completing all administration tasks
• Follow the correct complaints procedure when required for customers with faulty products.
• Building rapport with the customer to ensure the protection of the brand and improving the customer journey.
• Providing excellent service to ensure we are retaining existing customers and reducing refunds and goodwill gestures.
• Assisting teams with calls and tasks when required to maintain excellent service levels.
• Liaise with third-party suppliers ensuring any issues are dealt with in a timely manner.

Experience needed:

• Strong customer service skills - ideally supporting with troubleshooting
• Computer literate with the ability to learn new technology
• Empathetic, supportive and patient
• Ability to multitask and work under pressure
• Excellent verbal and written communication skills
• A strong team player with a will to support colleagues

The package

• 24 days holiday + bank holidays (increases with service)
• Salary progression and the opportunity to earn a team bonus
• Free parking
• Company pension
• Great company events and team building

Please note this is an onsite role - no remote working available

If you have a proactive approach and are looking for a busy role at the heart of a exciting growing business - apply now!

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