Customer Support Advisor

• LocationAndover (Head Office)
• Hours7:30 - 17:30 (1hr unpaid break)

To care for existing customers, providing excellent customer service and growing every account to its maximum potential.
Working closely with Account Managers to effectively deal with enquiries and orders from customers.
However, occasionally situations may arise that require the post holder to perform other duties or tasks as may be reasonably requested.

Accountable to: Customer Support Team Leader

Main Role / Responsibilities:

•  Answer incoming telephone calls.
• Process orders received verbally over the phone and by email.
• Process quotation enquiries over the phone.
• Liaising with team members to hand over larger enquiries to the Quoting team.
• Providing delivery time information to customers (full informed delivery service).
• Handle, log and track customer complaints and queries by recording cases on NetSuite.
• Handling returns as per the procedure and handing over to Operations.
• Deal with a variety of customer requests including web enquiries and provide assistance to help resolve any problems they are having.
• Primary aim is to leave customers with a good impression of the company, regardless of whether you are able to resolve the customer’s problem.
• Providing support to the Account Managers as required, including inputting quotations and any other task as reasonably requested.

Knowledge, Skills & Experience:

• Engaging, polite and professional phone manner.
• Able to work under pressure and handle multiple priorities.
• Demonstrate good common sense and a logical approach to problem solving and have the ability to balance empathy with professional objectivity. Positive and solution-finding attitude.
• A natural desire to help people.
• Empathy, resilience and flexibility.
• Attention to detail.
• Ability to go the extra mile and use your own judgement to make decisions that matter to our customers. We believe in delivering exceptional service to our customers on every call.
• Adaptable to change and willing to embrace new ideas and processes.
• Positive and approachable manner.
• Good interpersonal teamwork and collaboration skills.
• Self-motivated and able to work alone as well as part of a wider team.