Customer Support Advisor

Workshop Recruitment; Hedge End; Hybrid; GBP 25,000 - 35,000; Full time

Job description

Our client, a world leader in their products and aftersales services, excels in providing excellent customer service and is keen to recruit additional team members to support increased business demands and deliver the best service to its customers.

In this role, you will be working within a contact centre environment responding to all types of B2B customer-led correspondence, so an ability to converse professionally both verbally and in writing is a must!

Duties will include:

1. Taking calls and answering emails from our Trade, Retail, Contracting, and indirect B2B customers in relation to in and out of warranty claims, presale information, or any other queries, providing a resolution or escalating to the appropriate team.
2. 1st responder for technical queries, via email and telephone calls.
3. Resolving any query that the customer may have, whether it be a service request, part and product availability, or safety information, applying technical and logical problem-solving skills to reduce the cost of service.
4. Liaising with Sales Managers, Engineers, logistics, and the wider Commercial Team to obtain a satisfactory outcome for both the customer and the business, balancing customer expectations and commercial impact.
5. Building meaningful relationships with our B2B customers so they have a point of contact in the team and continue to promote products and services to increase profit.
6. Updating the B2B contacts record daily, ensuring that all completed correspondence is recorded accurately, and carrying out regular customer account reviews to maintain information.
7. Attending customer site meetings as required to develop best practices and improve communication with customers and specifiers.
8. Managing and prioritising own workloads, escalating to Team Leaders and Managers when unmanageable.
9. Working proactively, providing feedback and offering suggestions to improve the overall customer experience.
10. Handling large volumes of queries (up to 100 per day during peak times).
11. Completing Reports and Report Issues - Excel use.

Essential Skills and Experience:

1. Excellent communication skills that allow you to help, inform, and advise customers and colleagues clearly and effectively.
2. Ability to maintain customer focus while troubleshooting and solving technical issues.
3. Technically minded and proactive in approach.
4. Creative thinker, able to develop innovative ideas to improve customer service standards.
5. Ability to work well under pressure.
6. There may be a requirement to travel occasionally to other parts of the business within the UK and Ireland; this is not regular, and notice will be given.

Working Hours:

Monday to Thursday - 08.30 - 17.00 (45 mins unpaid lunch)
Friday - 08.30 - 16.00 (Earlier 15.00 pm finish in summer months)

Hybrid Pattern - SET PATTERN:

Monday and Friday each week home working; Tuesday, Wednesday, Thursday in office.