Customer Support Advisor

Overall Purpose:

We are seeking a dedicated Customer Support Advisor to join our clients Sales Support Team within the Customer Support Department. The successful candidate will be responsible for responding to customer queries received via phone, website, or email, processing orders, and resolving any issues that arise. The goal is to ensure a high level of customer satisfaction. This position encompasses handling all orders, quotations, contracts, and any issues regarding services and breakdowns of equipment. The role requires flexibility to undertake any tasks within this scope as required.

Main Duties and Responsibilities:

• Follow through on initial enquiries from customers to the dispatch of goods, resolving any problems throughout the process.
• Handle telephone, email, and website enquiries.
• Assess customer requirements and provide information on prices, technical requirements, order status, etc.
• Maintain close liaison with field staff.
• Process all orders received via email, telephone, or website, contacting customers to resolve any anomalies or queries, and keeping customers updated.
• Handle requests to return goods and raise credits as necessary.
• Address customer complaints and escalate to the appropriate person within the organisation when necessary.
• Liaise with our finance partner regarding the leasing of products.
• Suggest modifications and improvements to existing systems.
• Make a range of decisions within established systems and procedures.

Knowledge & Skills Required:

• Excellent customer service skills.
• Good communicator with strong interpersonal skills.
• Ability to respond to problems quickly and accurately.
• Flexible approach to work.
• Relevant customer service experience.
• Knowledge of Excel is preferable.

Benefits:

• Annual leave
• Pension scheme
• Life assurance
• Flu vaccinations
• Ride 2 Work scheme
• Hybrid working
• Bonus scheme
• Rewards and discounts
• Company sick pay
• Health cash plan
• Advice and information line

If you are passionate about customer support and looking for a dynamic work environment, we would love to hear from you.