Customer Service Advisor

Our client is looking for a professional and personable Customer Service Advisor to join their friendly, nurturing and busy team.  You will be dealing with external customers who contact the team for queries relating to service, orders and advice.

Key responsibilities;

Provide Customer service support for all Customers;

• Answering inbound telephone queries, analysing and resolving problems as efficiently as possible

• Making outgoing calls to customers and retail partners to troubleshoot issues relating to our equipment and service

• Dealing with customer emails relating to enquiries, ensuring responses are professional, grammatically correct and fully address the issues raised

• Responding to live chats relating to enquiries, ensuring responses are professional, grammatically correct and fully address the issues raised

• Dealing with returns, analysing issues and taking appropriate action in line with company policy and advising customers

• Ensuring customers/retail colleagues are kept informed at every stage and concerns are appropriately addressed and resolve

Provide Administration support to ensure we maintain accurate stock levels:

• Booking of equipment and material into SAP, ensuring the accurate stock transfer of all unique ids.

• Liaising with the Field Services Team and Third-party suppliers to ensure they have up to date information regarding their tasks and report on completion rates.

• Ensuring customers/retail colleagues are kept informed at every stage and concerns are appropriately addressed and resolved.

• Handle any questions, concerns or complaints from the store and raise with appropriate internal personnel if cannot answer.

• Provide feedback from stores and experiences to the Customer Support Exec to enable proactive service improvements.

3. Support with the set up, maintenance and participation of the Webinar program, including implementation of the required tools and ongoing schedule to communicate details of our service for our customers.

4. Undertake additional training as required to develop and maintain knowledge expected of the role.

5. Effectively maintain, monitor and report relevant statistics as provided by Management team.

6. Attend team meetings as and when required and provide feedback useful for building the team and maintaining strong relationships.

7. Use internal systems to investigate and record actions, responding to tickets within 2 working days.

8. Undertake allocated admin tasks when briefed in the given time frames.

9. Meet all targets and objectives set for our Sales & Customer Support Agents.

10. Promote excellent Service Plans to our customers to give them long term cover and solutions.

Person specification

We are looking for someone who is self-motivated, capable of working both individually and within a team, organised, and someone who has an excellent eye for detail.

Essential:

• Outstanding Attention to detail

• Outstanding communication skills

• Customer focused problem-solving skills

• Proven ability to multitask to a high level

• Previous Customer Service Experience

• Intermediate knowledge of Microsoft Package/Internet/Email

• Advanced Excel Knowledge

• Willingness to learn

• Ability to diagnose and trouble shoot problems.

• Ability to listen, empathise and confidently respond to our customers.

 INDL