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TECHNICAL AND CUSTOMER SERVICE ADVISOR


Brief summary of duties

Consistently provide high levels of customer service and technical support to a range of customers via fax, email and telephone including order placing, data input for our retailers, effective complaint resolution and other customer service and technical related issues.  Proactively keeping our customers informed of any issues and ensure these are rectified where possible to the customer’s satisfaction.  Working with a comprehensive and thorough understanding of process and procedure.   

Key areas of responsibility

  • Accurate and timely input of customer orders via SAGE 1000 back office system 
  • Management of time to ensure high level of productivity and order throughout
  • Understanding of processes and procedures to minimise input error and ensure good customer service is given
  • Build effective and lasting customer relationships through the provision of high levels of service delivery, problem resolution and the empathetic management of customer expectations
  • Proactively monitor the wall board and contribute to team activity to ensure all calls are answered promptly
  • Liaise directly with customers on the phone assisting with plumbing and fitting issues.
  • Develop high levels of product knowledge in order to answer questions relating to our bathroom ranges
  • Manage own workload and objectives, whilst also working as a team  to ensure the achievement of the team and department objectives
  • Undertake a range of administrative duties as and when required
  • Proactively, creatively and effectively manage customer complaints ensuring they are resolved in the most timely, cost effective and appropriate manner
  • Any other duties consistent in nature with those outlined above
  • Manage own workload and objectives, whilst also working as a team to ensure the achievement of the team and department objectives
  • Undertake a range of administrative duties

Expertise

  • Significant date entry experience with high accuracy rate
  • Excellent verbal and written communication skills
  • Ability to work under pressure and meet processing deadlines
  • Ability to understand process and procedure and recommend improvements

Performance

  • Achieve all operational targets set by the Team Leader
  • Achieve data processing quality standards and accuracy rate target
  • To ensure that service quality and brand values are maintained    

Collaboration & Teamwork

  • Ability to work on own initiative or as part of a team
  • Demonstrates the Crosswater Values and Cultures
  • Protects and promotes the organisations reputation internally and externally
  • Maintains professionalism in all situations
  • Takes responsibility for own actions

Skills & Experience

  • Experience within a Contact Centre/Customer Service environment
  • Excellent communication skills
  • Self-motivated with a proactive approach and demonstrates a ‘can do’ attitude
  • Ability to focus on solutions rather than problems
  • Expresses passion and enthusiasm within the role
  • Proven track record on delivering quality as a first priority
  • Quick to adapt and learn new skills
  • An ability to be able to understand technical drawings and instructions will be of benefit
  • Good MS Office skills

 

To apply for this role, please send your CV and a Covering Letter to [email protected]

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