Overview
We have an exciting opportunity for a Product and Customer Service Advisor - 13 Month Fixed Term Contract to join our team. This position is reporting to the Technical Team Manager and is well suited to an enthusiastic team player with a passion for delivering excellent customer service.
This position is based in the Technical Department. As a Product and Customer Service Advisor you will be the subject matter expert and responsible for supporting all stakeholders with both reactive and proactive product and installation advice, following consistently high standards for the investigation, analysis, and resolution of customer concerns.
Responsibilities
* Technical support for customers and the wider company, communicating with all stakeholders via phone, email, and digital platforms, ensuring customer service excellence.
* Build strong relationships within the business, liaising with the Technical Team Manager, Head of Customer Experience and Business Managers.
* Maintain up to date accurate records, log all technical queries in internal digital platforms.
* Develop and maintain an excellent knowledge of all Karndean and Palio products.
* Keep Product technicians updated, manage the Technical email inbox.
* Site inspection reports, process replacement sales orders, arrange collections.
* Process credits and claims via internal digital platforms.
* QC inspect complaint related product and further QC of held stock where deemed necessary.
Qualifications
* Previous experience working in a customer service industry including case management.
* Passionate about delivering excellent customer service.
* Ability to use Excel and word to intermediate level.
* Positive mindset, Self-motivated with a drive to succeed.
* Excellent verbal, written and interpersonal communication skills
* Analytical and attention to detail
* Resilient, confident and creative problem solver
* Ability to work on own initiative as well as being a strong team player with a 'pitch in attitude.
* Conscientious with a responsible attitude
* A calm clear, confident telephone manner is essential with the ability to diffuse difficult situations
* Self-motivated with drive to succeed
* Able to work well under pressure and to tight deadlines in a very fast paced environment
* High organisational skills with the ability to prioritise your own workload.
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