Customer Service Advisor

Posted 13 January by Focus Resourcing
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Our client, an established and successful business in Cardiff are looking to recruit a Customer Service Advisor to join their growing and friendly team, to answer first line phone calls on the Helpdesk.

Although you'll be working in a technical environment, candidates with strong customer service and contact centre experience are encouraged to apply as full training and support will be given.

The company and team offer a superb culture of support and development, so this role is ideal for candidates with a customer service focused background who want to develop a long-term career in a forward-thinking company.

Hours: 37.5 (FT)

Shifts: Varied based on rota - 8.00 a.m. - 4.30 p.m.; 9.00 a.m. - 5.30 p.m.; 10.30 a.m. - 7.00 p.m. Monday to Friday; 8.00 a.m. 5.30 p.m. - Saturday; 9.00 a.m. - 5.00 p.m. Sunday - Weekend work is required.

Salary: £17k plus additional overtime rates.

Location: Due to location candidates will ideally have access to own transport

Key Responsibilities:

  • Working with customers to remotely diagnose and rectify faults logged on customers equipment

  • Identify, order and monitor parts required by a field service engineer on-site

  • Keeping customers informed at all times of progress of work

  • Report escalations to relevant departments in accordance with customers escalation procedure

  • Be part of the Technical Services Group rota working evenings and weekends when required

  • Update internal system to ensure smooth communication

  • Manage workload to meet customer needs and ensure the communication is maintained

  • Work to successful call closure targets

  • Document procedures and customer specific information

Key Skills & Experience:

  • Good attitude and communication style when dealing with customers

  • Confidence to make decisions on own judgement

  • Strong verbal and written communication skills and in particular using the telephone

  • Competent PC user including Microsoft package.

  • GCSE Math and English

  • Some IT experience would be preferable, but not essential

  • Professional approach and customer focused

  • Self-motivated with ability to prioritise work

  • Flexible and willing to work outside of business hours

  • Able to build rapport with customers

The company offer a fantastic and friendly working environment, a competitive salary as well strong benefits and lots of room to progress.

Reference: 39722106

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