Customer Service Agent

Join to apply for the Customer Service Agent role at Fortune Brands Innovations

Get AI-powered advice on this job and more exclusive features.

Competitive

Rainham, Essex - RM13

Delivering a high standard of customer experience, by providing critical troubleshooting advice and resolving technical queries. Customer satisfaction and effective communication is of the highest priority in supporting the high-end products and services offered across the House of Rohl and Aqualisa product brands.

• Working as part of a team in delivering a high standard of service to our consumers.
• Handle approximately 20-25 inbound calls per day (25%).
• Escalate unresolved or complex issues to relevant department or higher-level when necessary.
• Engage and support the UK and EMEAA Sales force.
• Record consumer complaints/quality issues on CRM.
• Process orders, product registrations and refunds for card payments.
• Respond within department SLA to queries, product information, technical support, order discrepancies, warranty claims.
• Proactively action and manage emails sent to the team mailboxes.
• Collaborate with other departments and sister companies ensuring information and process are integrated and aligned.
• Full process handling for the return of faulty product, ensuring all relevant procedures are followed.
• Any other duties as required by the Manager for the smooth and efficient operation of the department.
• Record clear and accurate details of consumer interactions.
• Gather customer feedback to improve products, services and customer experience.
• Adhering to company policies and procedures.

• Minimum of 2 years proven experience in contact/call centre/customer service environment.
• Experience of working within a premium/luxury brand (desired).
• Excellent written and spoken English (essential).
• Ability to use own initiative in a proactive manner.
• Strong attention to detail (essential).
• Possess the ability to problem solve, prioritise and work under pressure.
• Have excellent customer service, relationship and communication skills.
• Be proficient in MS Office Suites (desired).
• CXone/Hubspot CRM knowledge (desired).
• Enjoy working as part of a well-established team.
• Willingness for continuous learning and development.

• Passion for Excellence in the Customer Experience
• Ability to Retain Technical Information
• Problem Solving Skills
• Time Management and Organisation
• Adaptability, Flexibility and Resilience
• Emotional Intelligence
• Natural Drive and Initiative

• Aligned – in our work together
• Agile – in the face of challenge
• Accountable – to our promises
• Action – with integrity and transparency

We reward our employees not just for the big headline results but also for how you have positively contributed to the business – it isn’t always defined by hitting a financial target.

We have a pay for performance culture and reward annually on results. In an ever-changing environment its key that you are a curious and nimble learner. We succeed as a team so the ability to collaborate is essential. And to continue to grow and continually challenge you need to ensure you are able to both plan and align so we are all pulling in the same direction.

• 33 days holiday (inclusive of Bank Holidays)
• Employee Assistance Programme
• Annual Incentive Plan
• Life Assurance
• Health & Wellbeing Programme, including health cash plan and employee assistance
• Pension Plan
• High St Reward Scheme
• Refer a Friend Programme
• Free Parking
• Frequent Technology User Free Eye Care
• Employee Recognition Programme
• And as an employer who values you, you will be welcomed with open arms and supported to succeed.

• You will be contacted by a member of our resourcing team for an initial discussion, this may be on Teams.
• You will be invited to site for either a 1 or 2 stage process depending on the role.
• We will inform you ahead of your interview what we will be discussing, we want to give you the opportunity to shine in these meetings.
• Successful candidates will be notified and the start date will be confirmed for when you will be beginning your…