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Technical Customer Service
25 days holiday + BH, Yearly Bonus, Share options, Pension, Death in service, Modern and fresh impressive working environment. Working 0800 to 1630 Monday to Thursday and an early Friday finish.
We are working with a well-established, exciting and inspiring organisation based in Warwick. This is an excellent opportunity for someone who wishes to join an engaging and proactive team and develop their career within Customer Services.
The successful candidate be key point of contact for customers and provide both pre-sales advice on standards, design and installation and after sales support resolving a variety of queries and complaints. You'll liaise regularly with members of the sales team, colleagues from a range of departments and with our support network.
The customer Services Advisor's key responsibilities will include:
- Be committed to delivering exceptional customer service by putting the customer at the heart of everything you do
- An escalation point for customers and colleagues regarding technical queries relating to products
- Taking ownership to resolving technical queries via telephone, email and correspondence
- Diagnose, troubleshoot and ensure accurate and efficient resolution to queries are maintained
- Deliver administrative support to field service engineers, onsite visits, logistics, reporting and invoicing decisions
- Drive continuous improvement within the business
- Ensure the internal Group Quality Process is adhered to.
- Escalate issues to the development teams, quality departments and production facilities.
- Providing quality customer service via phone and email.
- Following set guidelines to determine the status of a particular support request and when necessary progressing the issue for resolution.
- Communicate the outcome of all support requests back to the customer.
As such we would expect a Customer Services person to be able to:
- Handle all calls, in a professional and empathetic manner and be receptive to and resolve complaints or problems
- Demonstrate good admin skills
- Have good problem-solving skills and be able to work on your own initiative
- Have a flexible and adaptable approach
- Be able to work and co-operate as part of a team, assisting and supporting colleagues, Team leaders other departments when necessary
- Have excellent organisational / Interpersonal Skills
- Demonstrate customer focus and be tenacious in pursuit of business and team goals
- Display effective written and verbal communication skills
- Have good keyboard/VDU and telephony skills
- Have experience withMicrosoft Excel, Microsoft Word & Outlook
INDH
