What Jobs are available for Customer Service Representatives in Tamworth?

Position: Customer Support Advisor

Contract Length - 2 Months

Working Pattern: Full Time

Location: Pinley House, Coventry / 250 Bath Road, Slough

Are you passionate about delivering exceptional customer service in the automotive industry? Do you thrive in a dynamic environment where your problem-solving skills can shine? If so, we have the perfect opportunity for you!

What You'll Do:

• As a Customer Support Advisor, you will be the frontline hero, managing all customer inquiries and ensuring they receive the highest standard of service. Your role will involve:
• Delivering Exceptional Service: Provide friendly and professional telephone support to all customers, meeting service level expectations and quality standards.
• Understanding Customer Needs: Identify and address customer requirements, delivering solutions that foster retention and uncover renewal opportunities.
• Managing Customer Requests: Utilize our in-house contract management system to handle all customer requests, including complex inquiries and financial modifications.
• End of Contract Management: Oversee the return of vehicles at contract termination, proactively seeking opportunities for extensions or renewals.
• Feedback Champion: Drive our Net Promoter Score (NPS) survey by encouraging positive feedback from customers during your interactions.
• Complex Problem Solver: Handle difficult inquiries with tailored responses, ensuring customer satisfaction and proper escalation when necessary.
• Continuous Learning: Stay updated on products, procedures, and compliance regulations to serve as an expert resource for customers and internal teams.

What We're Looking For:

• Experience: Previous experience in customer services is essential, preferably in a call center environment. Knowledge of leasing products is a plus!
• Communication Skills: Strong verbal and written communication abilities to effectively engage with customers and internal stakeholders.
• Analytical Mindset: Excellent numeric and analytical skills, with meticulous attention to detail.
• Initiative & Teamwork: Ability to work independently while also being a collaborative team player.

Why Join Us?

• Dynamic Environment: Work in a fast-paced team that thrives on meeting challenges head-on.
• Career Growth: This role opens doors to future opportunities, including potential promotions within customer support management.
• Impactful Role: Contribute to improving customer experiences and departmental performance, making a real difference every day!

Ready to Make a Difference?

If you're excited about helping customers and eager to learn in a vibrant team, we'd love to hear from you! Apply now to become a key player in our customer support team and help us enhance customer satisfaction in the automotive sector.

Our client is an equal opportunity employer and welcomes candidates from diverse backgrounds to apply.

Join us on this exciting journey-your next adventure awaits!

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you

Our clients highly prioritise delivering exceptional customer service and are dedicated to ensuring the smooth functioning of their Enterprise System.

They are in search of a skilled Customer Support Analyst to help address customer inquiries and issues related to their ERP.

The analyst will collaborate with clients both remotely and in-person when necessary, providing assistance in system configuration and troubleshooting with the goal of resolving issues efficiently.

Exceptional problem-solving abilities, along with excellent communication and customer service skills, are qualities that will set outstanding candidates apart.

The role

These duties must consistently align with the current company policies, and due to the dynamic nature of our business, your job description may evolve over time.

Periodically, you may also be called upon to engage in other tasks of a similar nature that align with your skills and capabilities, as directed by management.

• Serve as the primary point of contact for resolving ERP issues and delivering technical support to end users.
• Investigate and troubleshoot complex problems to identify effective solutions.
• Monitor and manage ERP incidents, ensuring timely resolution and clear communication with customers.
• Escalate high-priority incidents and non-conformance with SLA as needed.
• Provide guidance and assistance to end-users on system functionality, processes, and best practices.
• Effectively manage and prioritise the outstanding call list.
• Proactively monitor and update assigned incidents to ensure timely resolution.
• Request assistance from the development team for incidents requiring specialised knowledge.
• Undertake software development when necessary, adhering to company standards and managing work through the version control system.
• Promote and uphold high levels of customer service and satisfaction.
• Analyse and assess user requirements, propose system enhancements if necessary, and escalate requests to the development team.
• Document support activities, incident resolutions, and create knowledge base articles for future reference.

Reports expected from you

• Document all work performed on a timesheet for accurate time tracking.
• Log all support issues systematically within the support system.
• Provide the line manager with real-time information on actual hours and current progress for ongoing projects.

Your skills and qualifications

• Proven experience in roles such as an IT help desk technician or similar customer support positions.
• Proficient in supporting integrations with third-party applications.
• While Crystal Reports proficiency is not essential, it would be advantageous, and the successful candidate may be required to undergo training.
• Familiarity with WMS Systems is a plus.
• Tech-savvy individual with experience in a technology-related field.
• Capable of breaking down technological processes and delivering clear, step-by-step instructions.
• Excellent verbal and written communication skills.
• Self-motivated with a keen willingness to learn.
• Dedication to providing exceptional customer service.
• Team-oriented mindset with openness to constructive feedback.
• Enthusiastic about learning new technologies and systems.
• Demonstrated expertise in supporting Office 365, Active Directory, Windows 10/11, and Windows Server operating systems.
• In-depth knowledge of computer systems, including experience troubleshooting both hardware and software.
• Ability to diagnose and resolve various technical issues. 
• Strong problem-solving, analytical, and debugging skills, with the ability to work effectively in a team environment

• Respond to customer inquiries and provide timely and accurate support.
• Resolve customer issues and complaints efficiently and professionally.
• Provide information about products and services.
• Escalate unresolved issues to the appropriate departments.
• Maintain detailed records of customer interactions and transactions.
• Identify and communicate trends in customer inquiries and feedback.
• Assist in developing and updating customer support documentation.
• Strive to achieve high levels of customer satisfaction.
• Collaborate with team members to share best practices.

• Proven experience in a customer service or support role.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in using computers and common software applications.
• Experience with CRM software is a plus.
• High school diploma or equivalent; further education is an advantage.
• A genuine passion for helping customers.

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide technical assistance and troubleshooting for software-related issues, guiding users through solutions.
• Accurately diagnose and resolve customer problems, escalating complex issues to appropriate teams when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features and best practices to enhance their user experience.
• Contribute to the development of knowledge base articles and FAQs to support self-service customer support.
• Identify trends in customer issues and provide feedback to the product development and quality assurance teams.
• Meet or exceed individual and team performance targets for response times and customer satisfaction.
• Collaborate with team members to share knowledge and best practices for customer support.
• Maintain a positive and empathetic attitude, representing the company's commitment to excellent customer service.

• Previous experience in a customer service or technical support role is highly preferred.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with software applications and troubleshooting techniques.
• Ability to work independently and as part of a team, both remotely and in an office environment.
• A patient, empathetic, and customer-centric approach.
• Ability to manage multiple tasks and prioritize effectively.
• High school diploma or equivalent; further education or certifications in IT or customer service are a plus.

• Lead, train, and motivate a team of customer service representatives to deliver outstanding support.
• Develop and implement customer service policies and procedures to optimize the customer experience.
• Handle escalated customer inquiries and complaints with professionalism and efficiency.
• Monitor customer service metrics and key performance indicators (KPIs), identifying areas for improvement.
• Analyze customer feedback and trends to provide insights to management for service enhancement.
• Ensure all customer interactions are documented accurately in the CRM system.
• Collaborate with other departments to resolve complex customer issues.
• Contribute to the development of support resources, such as FAQs and knowledge base articles.
• Maintain a positive and supportive team environment.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a supervisory or leadership capacity.
• Excellent communication and active listening skills.
• Strong problem-solving and decision-making abilities.
• Proficiency with helpdesk software and CRM systems.
• Ability to train and mentor team members effectively.
• A deep understanding of customer service principles and best practices.
• Ability to remain calm and professional under pressure.
• Experience in (Specify Industry, e.g., retail, technology, finance) is a plus.
• High school diploma or equivalent; a college degree is advantageous.

• Lead, train, and mentor a team of customer service representatives to achieve high performance standards.
• Oversee daily customer support operations, ensuring prompt and accurate resolution of inquiries via phone, email, and chat.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Develop and implement customer service policies and procedures to enhance customer satisfaction and loyalty.
• Monitor customer service metrics and key performance indicators (KPIs), reporting on team performance and identifying trends.
• Collaborate with other departments to gather customer feedback and drive product/service improvements.
• Maintain an up-to-date knowledge base of company products, services, and support procedures.
• Contribute to the development of training materials for new and existing team members.
• Uphold the company's commitment to delivering outstanding customer service.
• Participate in team meetings and provide insights into customer service challenges and opportunities.

• Previous experience in a customer service or helpdesk role, with at least 1-2 years in a supervisory or leadership capacity.
• Excellent communication, active listening, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to motivate and guide a team effectively.
• Experience in managing customer escalations and de-escalating tense situations.
• Familiarity with different communication channels (phone, email, live chat).
• A positive attitude and a passion for helping customers.
• Ability to work effectively in a hybrid work model, balancing remote and in-office responsibilities.