Customer Service Advisor - Runcorn, United Kingdom - KDE Ltd

KDE Ltd

Verified Company

Runcorn, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

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Description

Job Role:
Customer Service Advisor

Wages: £10.50 per hour, which will increase to £11.30 on completion 6 months
Bonus: Team Performance based/ TBC
Working Hours: Mon-Fri 8 hours per day, with 30 minutes unpaid lunch break Working pattern 7am to 6pm on a rota basis
1 in 5 Saturdays 8am12pm (rota basis)

Holiday Period: 20 Days (Excluding Bank Holidays) (Holiday purchasing options available)

Probationary period: 3 months

Purpose of the job

To provide outstanding customer service to all external and internal customers through effective telephone handling techniques, request diagnosis, systems, technical and customer service skills.

Liaise with engineers to support them with the smooth running of their day and ensure job completions are actioned accurately to fulfill the final invoice process.

Responsibilities:

Dealing with a variety of incoming calls from customers to raise new work orders or discuss existing orders
Determine and diagnose faults first time through asking the right questions and allocating to the correct engineer for attendance or contract manager for quotation
Ensure customer SLAs are achieved reactive jobs are attended to within the correct timescales
Ensure all job technical details are recorded accurately in order to support a first visit access and fix for the KDE engineers and customers where possible
Provide customer updates on outstanding repairs, ensuring open communication with customers, and recording any communications in the notes section within the system to ensure that the records are kept up to date
Manage all notes effectively including the unscheduled tasks
Communicate daily with engineers to support them with efficient completion of jobs during their day and request attendance for callouts
Close down jobs accurately for invoicing purposes
Raise further work orders where required in order for jobs to be completed to the client's requirements
Liaise professionally with other areas of the business for technical support and assistance where required
Log compliments, complaints and dissatisfaction making sure that the detailed information reaches the correct person
Adhere to individual shift patterns between the hours of 7am6pm on a rotating shift pattern (core hours 8:305pm) with an occasional Saturday shift 8am12pm

Essential

Customer Service Skills
Experienced in data entry, telephone techniques, general administrate practices, computer literate
Can demonstrate empathy
Strong time management and punctuality

Desirable