Customer Support Advisor

In this role the Customer Support Advisor will be responding to all types of consumer led correspondence and delivering the highest level of customer service.

Main Duties

• Handling telephone and email enquiries from our indirect & direct consumer customers in relation to in and out of warranty claims or any other queries and providing a resolution or escalating to the appropriate team, in order to provide an excellent customer journey
• To create accurate records ensuring all elements of the query are logged within nominated CRM/Customer Database to comply with GDPR and business needs
• Assess 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 across entire product range to reduce cost of service
• Build rapport and relationships with our indirect consumer base and promote our products and services at every opportunity
• Participate in the department workflow and understand where to gain technical or customer service support to increase skill and technical ability
• Manage and prioritise own workloads, escalating where appropriate to Team Leaders and Mangers if unmanageable in order to maintain a positive customer experience.
• Work pro-actively and offer suggestions to improve the overall customer journey

Skills and Knowledge

• Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
• Customer Service within a Contact Centre - Inbound or Outbound
• Creative thinker, to be able to develop innovative ideas to improve customer service standards
• Negotiation skills
• Ability to work well under pressure
• Excellent written and verbal skills
• Positive can-do attitude
• Able to take ownership of tasks
• Demonstrates honesty and integrity
• Customer focused and driven to exceed excellence
• Flexible and adaptable to change
• Team player who encourages positive communication and respect