Customer Care Advisor.

• To achieve business KPI’s to include response times, right first time and data input accuracy.
• To manage and maintain all end consumer contact.
• To understand and diagnose customer product issues through technical knowledge.
• Liaising with and booking Engineer visits –being mindful of the need to prioritise.
• Act as point of contact for engineers, manage diaries & assist them in carrying out their duties.
• To drive process improvements aimed at improving customer experience based on feedback.
• Effective handling of all customer queries and complaints in relation to products and aftersales services both over the phone and via email.
• To provide advice to all customers, both internal and external, in relation to the correct operation and maintenance of products.
• Accurately process all relevant supporting warranty documentation and systems from both dealers and end consumers.
• Raise invoices for out of warranty visits, ensuring charges have been explained to customers prior to the invoice being raised.
• To manage, communicate with consumer through all platforms and communication types.
• To drive customer service experience improvements, be a service ambassador for the brand.
• To promote Trust Pilot / Customer Satisfaction measures
• Ensure current IT systems are up to date with all relevant information

• Must be professional, friendly, proactive, enthusiastic, flexible.
• At least 1 years’ experience in a similar role.
• Planning and organizational skills essential.
• Must demonstrate great customer focus.
• Fast learner.
• Must be IT literate with good knowledge of Microsoft Office 365 including SharePoint, Outlook, Excel, and Word.
• Great time management, organisational skills, and the ability to prioritise and manage own workload.
• Must possess excellent communication skills, both written and spoken, and the ability to deal with challenging conversations.
• Requires a good level of Math’s and English.
• Ability to problem solve.
• Proactive with a passion to succeed.

Location: LS10 (hybrid-working)
Hours: 9am – 5pm
Pay: £26,000 - £27,000 DOE