Job Description:
The Customer Support Advisor role is integral to the Customer Support Department. The primary purpose of this position is to address customer queries received via phone, the website, or email, process orders, and resolve any arising issues. The role involves ensuring swift and accurate responses to maintain high levels of customer satisfaction. The job holder is also expected to perform various tasks within the department as required, including handling orders, quotations, contracts, and any service or equipment breakdown issues.
Key Requirements:
- Proven experience in a customer service role.
- Exceptional customer service skills.
- Strong communication and interpersonal skills.
- Ability to respond to problems promptly and accurately.
- Flexible approach to work.
- Preferable knowledge of Microsoft Excel.
Desired Qualifications/Skills:
- Prior experience in sales support.
- Familiarity with leasing products and liaising with finance partners.
- Experience in handling customer complaints and returns.
- Ability to suggest system improvements.
Responsibilities:
- Manage the entire customer enquiry process from initial contact to despatch of goods, ensuring any issues are resolved promptly.
- Handle enquiries received via telephone, email, and the website.
- Assess customer requirements and provide information on prices, technical needs, and order status.
- Maintain close communication with field staff.
- Process orders received through various channels, resolve any anomalies, and keep customers informed.
- Manage return requests and issue credits as necessary.
- Handle customer complaints and escalate to the appropriate person when needed.
- Liaise with the Finance partner regarding product leasing.
- Suggest improvements to existing systems.
- Make decisions within established systems and procedures.
Benefits:
- Competitive salary package.
- Opportunities for professional growth and development.
- A supportive work environment with a flexible approach to work.
- Employee benefits including bonuses, life assurance, hybrid working and other incentives.