Customer Support Advisor

Full Job Description

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

In this role you will be responding to all types of consumer led correspondence so an ability to converse professionally both via verbal and written means is a must!

Duties Include

• Be the first point of contact for all inbound Customer Support Enquires into the contact centre
• Triage customer enquiries, creating a ticket or case reference and assigning to the appropriate department or colleague either via email, telephone or written communication to ensure efficient and low effort customer service
• Monitor open tickets and cases and bring to full resolution once query owner has provided solution, escalating where necessary to ensure proactive service is always maintained.
• Provide timely updates to customers and end users to maintain a positive customer journey.

Skills and abilities

• Positive can-do attitude and always looking for ways to improve
• Able to take ownership of tasks
• Customer focused and driven to exceed excellence
• Team player who encourages positive communication and respect
• Experience working in Customer Service within a Contact Centre – Inbound or Outbound would be ideal but not essential
• Proficient in the use of various software applications
• Be able to communicate effectively via multiple channels including over the telephone, email, chat or online ticket.
• Be able to triage / troubleshoot enquiries remotely, be it product or situational issue, and provide guidance on what to do next.
• Handling large volumes of queries (up to 100 per day during peak times)

Please note this role is hybrid following the completion of 4 weeks office based training

Working Hours

Monday to Thursday – 08.30 – 17.00 (45 mins unpaid lunch)

Friday – 08.30 – 16.00 (Earlier 15.00pm finish in summer months)

Salary: £24,500 per annum

Hybrid Pattern – Set Pattern

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