Customer Care Advisor

Auctoro Recruitment • Permanent • Warwick, Warwickshire, England, United Kingdom • 2d ago

Customer Care Advisor

We are working exclusively with an extremely well-known, European leading organisation on the lookout for a Customer Care Advisor to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.

You will be responsible for assisting customers with product queries, including identification, product codes & compatibility. You will also be responsible for an account base, processing orders and assisting with availability, pricing, and general enquiries.

You will provide high quality technically competent advice to customers, providing a triage function to support customers through their warranty, quality, and spares requirements to provide a first pass resolution wherever possible. You will be able to identify where to escalate more complicated product and aftersales queries when the need arises. These customer enquiries will be received by phone, email, on-line and in future via online chat.

Key Responsibilities:

To be the initial point of contact for queries coming into the Customer Care Team, with a particular focus on: Product related queries, fulfilling customer requests for brochures, datasheets and general product information, order queries, completing product registrations, checking customer records on the system, acting as a triage function, being proactive in using all company systems
To take full ownership of an account list, ensuring that: Orders are processed to a high degree of accuracy and in a timely manner, issues are identified and resolved, the customer is supported with delivery issues, orders are monitored orders, records are accurate
Maintain excellent communications with customers on query resolution, escalating issues as required to the Customer Care Team Leader
To be able to handle multiple queries at any given me via different platforms, such as telephone, ticket-based email system and SAP
To drive a customer focussed approach across all activities and ensure the Customer Support Team is a centre of excellence, maintaining outstanding customer service both internally and externally by putti1ng the customer at the heart of everything you do
Working closely with both internal teams and external partners to ensure all investigations are dealt with quickly and efficiently
Drive and contribute to continuous improvement within the business

KEY SKILLS

Good standard of general education i.e. GCS, O Level
Solid and demonstrable experience in customer facing roles
Previous experience of problem-solving methodologies
Prepared to learn new skills
SAP experience
Excellent IT knowledge (Excel, Work, Outlook, databases, CRM)
Ability to work independently or as part of a team
Customer Focused
Ability to communicate with a wide range of people, both internally and externally, both written and verbally
An obsession for delivering customer service excellence and enhancing the company brand image
Outgoing and confident
Comfortable working in a fast-paced environment
Good knowledge of Microsoft Office including Excel and Word

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.

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