Position Overview
As a Customer Support Advisor, your primary role will be responding to and resolving after-sales enquiries from customers via email and telephone. You will be required to process orders for replacement items under warranty, solve delivery queries, and assess requests for technical support. Additionally, you will be responsible for issuing RMA authorisations, processing returned items, and creating and managing orders for replacements.
You don't need a technical background to succeed in this role—training will be provided. While an affinity for technology might be advantageous, your enthusiasm and willingness to learn are what matter most
The position is office-based in Dalbeattie. Our operating hours are 08.30-17.00.
Responsibilities
* Responding to customer and colleague enquiries via telephone and email, ensuring excellent customer service.
* Taking ownership of issues, providing swift resolutions, and keeping stakeholders informed.
* Processing new support tickets accurately and escalating as needed.
* Managing time efficiently to prioritise workload and maintain service levels.
* Issuing RMA authorisations, processing returned items, and raising credit requests.
* Creating and managing orders for replacement items promptly.
* Maintaining product knowledge through regular research.
* Assisting with continuous improvement and root cause analysis.
* Reviewing shipping exceptions and following up as required.
Skills, Knowledge, and Experience:
* Experience in a similar role is advantageous.
* Exceptional attention to detail and accuracy.
* IT literacy and proficiency across various MS Office packages.
* Strong team player with the ability to use their own initiative.
* Creative problem-solving skills to achieve optimal outcomes.
* Commitment to delivering outstanding customer service.
* Excellent communication skills (verbal and written).
* Ability to manage multiple tasks, highly organised, and adept at prioritisation.
* Proficiency in using customer support ticketing systems is advantageous.
Benefits:
* Salary: £26,208
* 31 days of annual leave (inclusive of bank holidays)
* Enhanced maternity, paternity and adoption leave.
* Regular social events.
* Charity events and fundraising.
We are committed to providing an inclusive and equal opportunity environment for all. If you require any adjustments throughout the application process, please notify us, and we will explore options to accommodate your needs.
#J-18808-Ljbffr