Customer Support Advisor

Hebden Bridge

Onsite

Mon - Fri 8am to 5pm

22k

Purpose of Role:

To be the first point of contact and take ownership of all customer enquiries from telephone calls and / or emails for both new equipment & service. Be always aware of customer service level agreements resolving enquiries thorough to resolution and converting sales quotations for both equipment & service to support the needs of our customers.

Key Responsibilities:

Ensure all calls are answered within 10 seconds and emails responded to within 1 hour of receipt

o For all enquiries, accurately log the customer details and the nature of the enquiry and / or equipment type, make, model, serial number and problem description where applicable.

o For equipment enquiries pass details to relevant persons for further action

o For service enquires confirm the engineer attendance / resolution in accordance with customer service level agreements

Courtesy follow-up calls to ensure customer expectations are always being delivered, including regular customer updates regarding outstanding tasks

Chase up on all outstanding quotations for both new equipment and service breakdown calls to support the needs of our customers, closing down after 60 working days if not accepted

Record customer complaints in line with the company procedures and / or resolve and close customer complaints applicable to your actions

Other ad-hoc tasks necessary to support the business

Key Performance Indicators:

Call handling / email response levels

Complaint handling (initial stage only)

Reports To:

Office Supervisor

Qualifications & Requirements:

Customer service call centre experience and / or any other sales leads roles

Customer focus attitude, with a polite and professional manner

Strong attention to detail and accuracy

Excellent levels of communication at all levels

Works well in a team environment

IT literacy

5 GCSE's including English and Mathematics

Please apply to find out more.