Customer Service Advisor

Job Description

Customer Service Advisor 12 Month Contract Or 6 Month ContractFunction: Operations & ServiceLocation:Cleckheaton BD19Reports to: Customer Care ManagerCore Hours: 8.15 am to 5.00 pm (Lunch: 45 minutes) - Monday to Friday 8.00 am to 12 noonSaturday rota 1 in 3 - paid @ 1.5Salary: £9.50 an hour plus @1.5 (£14.25 p/h) Saturday & CommissionAnnual OTE: £20,000 - £22,000Pay: Weekly (£380 Per week MonFri / £430 Per week including a Saturday shift)In total, this is £20,748 per annum. You will also get company bonus on top of this.Start Date: ASAPTerms: Temporary 12-month contract, potentially moving to a permanent role if you wanted, after following successful probationTo act as the primary contact with the Customer network in respect of call outs to appliances. To provide dedicated after sales service to all Customers and advice on all areas of products and service.ResponsibilitiesPrioritise and allocate service calls for all field service engineers / appointed agents, and co-ordinate the tasks and workload of same efficiently using the Service Diary System, and work in constant liaison with the Service Management Team as necessary.Proactively manage the Diary system to organise effective Saturday cover using engineers and/or appointed Agents in accordance with business requirements and fulfilment of the contractual Saturday rota system.Up sell plans for in warranty and out of warranty packages.Promote the services we provide.Liaise with the Service Management Team and Lead Engineers to assist and provide adequate cover in respect of general service calls, as well as any special circumstances which may arise eg, site visits, problematic appliances etc.Proactively manage the Diary system to accommodate all authorised annual leave requests for the field Engineering Staff via the Regional Service Manager and Service AdministrationWhen applicable, monitor all agents Service calls in accordance with the correct allocation of re-visits permitted under agents terms and conditions, forwarding same to the Service Administration Team for final payment to be made within contractuallyagreed timescales.Where possible answer basic customer complaints either by telephone or using standard templates and/or good telephone techniques.Investigate all customer complaints, summarising job history and Company involvement and forward to appropriate Manager for action.At all times be aware of, and adhere to, the requirements of the Companys Health and Safety PolicyCarry out ad hoc duties as required.ExperiencePrevious experience within a Customer Service & Sales environment preferred.Excellent communication skills (written and spoken) enabling effective rapport with customers and colleaguesFirst class telephone skillspolite manner, customer responsive attitude.Good working knowledge of Optim, (although training given), and IT literacy (Word, Excel and email).Ability to work methodically and accurately, paying attention to detail.Strong organisation skills: ability to prioritise effectively and efficiently.Smart, presentable appearance, commensurate with professional image.Thank you for your application. If you need an update or have any questions, please contact me on /