Customer Support Advisor

Location: Hedge End

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 working within a contact centre environment responding to all types of customer-led correspondence so an ability to converse professionally both via verbal and written means is a must

Main Duties

Taking calls & answering emails from consumer customers in relation to in and out of warranty claims, presale information or any other queries, provide a resolution or escalating to the appropriate team
Answer and resolve a high volume of enquiries over telephone, email or social media working to department and company KPI to meet customer expectation
Create accurate records ensuring all elements of the query are logged within Customer Database / CRM.
Assessing the requirement for in warranty service visits by carrying out troubleshooting and diagnostics using technical documentation and product guides and translating to ‘consumer appropriate’ language
Manage and prioritise own workloads, escalating where appropriate

Skills and Knowledge

Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
Ability to maintain customer focus whilst troubleshooting and solving technical issues
Technically minded and pro-active in approach
Creative thinker, to be able to develop innovative ideas to improve customer service standards
Good negotiation skills
Ability to work well under pressure

Salary and Benefits

£12.88 per hour (£25112 per annum)
4-month fixed term contract
On site Parking
Pension and other benefits
Working hours - Monday to Thursday – 08.30 – 17.00 (45 mins unpaid lunch), Friday – 08.30 – 16.00
Hybrid Working - Monday and Friday each week home working, Tuesday, Wednesday, Thursday in office