Harvey Water Softeners is a leading provider of high-quality water softeners, salts, and filters, dedicated to enhancing the water quality for households. With a commitment to excellence and customer satisfaction, we pride ourselves on delivering top-notch products and exceptional service.
Due to our continued growth, we are looking for a Customer Service Adviser to join our Customer Experience Team.
Serving as the first point of contact for our customers you will provide advice and guidance about our services and products. Ensuring customers have all the information or support they need to resolve any product related issues and scheduling engineer visits where necessary.
You will demonstrate understanding, professionalism, compassion and accuracy on every call. Providing a first class customer service experience for each and every customer.
Hours: 40 h p/w between the hours of 8am-8pm on a rota basis.
Days: Monday - Saturday, but 5 days in 6. If you work a Saturday, you will receive a day off in lieu.
This is an office based role.
Customer Interaction:
* Call Control - Engage with our existing customers, providing comprehensive information about our products and services
* Ability to influence and create engagement
* Troubleshooting to establish the root cause of technical issues and providing solutions to help resolve at first point of contact.
* Conflict Management and de-escalation within remit of role
Communication Skills:
* Working cross functionally with departments within the business and building effective relationships
* Build rapport and maintain a positive relationship with customers throughout their interactions with us
Systems:
* Use our CRM system (Salesforce) to manage customer interactions and to schedule engineer appointments
* Ensure customer records are updated and maintained accurately
Attention to detail:
* Handling high volume customer interactions within the contact centre effectively while maintaining high standard of quality and customer satisfaction requirements
* Ability to identify opportunities to deliver revenue for the business along with high customer service ratings
* Effectively manage time and resources to address queries efficiently without compromising quality.
* Data Entry - Capturing and maintaining customer records and details
Proactivity:
* Work to departmental and organisation targets whilst working individually and as a core team member
* Seek upselling opportunities
* Support our drive to proactively deliver the highest customer satisfaction scores.
* Problem Ownership:
* Ability to prioritise specific cases based on information provided by customer, handling these effectively and finding bespoke solutions to the customers' needs
Requirements
The successful candidate will have excellent communications skills with a positive attitude.
Previous experience in a call centre environment is advantageous but not mandatory.
You will work effectively under pressure within a busy environment and have the ability to manage competing priorities.
Benefits
* 25 Days Holiday + Bank Holidays
* Flexible Holiday Scheme
* Opportunities for career growth and development
* Culligan Product discount
* Perks at Work retail/leisure/travel discounts and more
* Cycle to work program
* Wellbeing programs – Your wellbeing is important to us
* Enhanced maternity leave and paternity leave
* Social events: Summer Family BBQ and Annual Awards + activities and fundraisers throughout the year
* Free Parking
* Relaxed Dress Code
* Access to ongoing learning and development through our online learning platforms