Customer Service Advisor

Interaction Recruitment; Bradford; On-site; GBP 17,000 - 28,000; Full time

Job summary

Interaction Recruitment is seeking a Customer Service Advisor in Bradford (BD4) to act as the primary contact for the customer network regarding call outs to appliances and after-sales advice on products and services.

The role involves prioritising service calls, coordinating engineers and agents, and supporting the Service Management Team. It is a long-term temp role, with Saturday shifts paid at enhanced rates and a start date ASAP.

Qualifications

• Excellent communication skills, both written and spoken.
• First class telephone manners and customer-focused attitude.
• IT literacy including basic Word/Excel and email.
• Ability to work methodically, accurately and with attention to detail.
• Strong organisational skills with ability to prioritise.
• Must be able to drive.

Responsibilities

• Prioritise and allocate service calls for field service engineers/agents using the Service Diary System.
• Coordinate tasks and workload with the Service Management Team.
• Organise Saturday cover and manage diary to meet rota requirements.
• Upsell warranty and service packages.
• Promote our services to customers.
• Liaise with Lead Engineers to arrange coverage for special circumstances.

Skills

Excellent communication

First class telephone skills

IT literacy

Attention to detail

Organisational skills

Full driving licence

Tools

Word

Excel

Email

Job description

Customer Service Advisor

Customer Service Advisor

Function:Operations & Service

Location: Bradford, BD4

Reports to: Customer Care Manager

Core Hours: 8.15 am to 5.00 pm

(Lunch: 45 minutes) - Monday to Friday

08:00am - 12:00pm Saturdays (paid at time & half).

Duration: Long term Temp (possibly temp to perm)

Salary: £12.71 an hour Monday to Friday

& 1 in 2 Saturdays at £19.01 an hour 8:00 - 12:00

Start Date: ASAP

To act as the primary contact with the Customer network in respect of call outs to appliances. To provide dedicated after sales service to all Customers and advice on all areas of products and service.

Responsibilities

• Prioritise and allocate service calls for all field service engineers / appointed agents, and co-ordinate the tasks and workload of same efficiently using the Service Diary System, and work in constant liaison with the Service Management Team as necessary.
• Proactively manage the Diary system to organise effective Saturday cover using engineers and/or appointed Agents in accordance with business requirements and fulfilment of the contractual Saturday rota system.
• Up sell plans for in warranty and out of warranty packages.
• Promote the services we provide.
• Liaise with the Service Management Team and Lead Engineers to assist and provide adequate cover in respect of general service calls, as well as any special circumstances which may arise eg, site visits, problematic appliances etc.
• Proactively manage the Diary system to accommodate all authorised annual leave requests for the field Engineering Staff via the Regional Service Manager and Service Administration
• When applicable, monitor all agents’ Service calls in accordance with the correct allocation of re-visits permitted under agents’ terms and conditions, forwarding same to the Service Administration Team for final payment to be made within contractually agreed timescales.
• Where possible answer basic customer complaints either by telephone or using standard templates and/or good telephone techniques.
• Investigate all customer complaints, summarising job history and Company involvement and forward to appropriate Manager for action.
• At all times be aware of, and adhere to, the requirements of the Company’s Health and Safety Policy
• Carry out ad hoc duties as required.

Experience

• Previous experience within a Customer Service environment preferred.
• Must be able to drive.
• Excellent communication skills (written and spoken) enabling effective rapport with customers and colleagues
• First class telephone skills – polite manner, customer responsive attitude.
• IT literacy (Word, Excel and email).
• Ability to work methodically and accurately, paying attention to detail.
• Strong organisation skills: ability to prioritise effectively and efficiently.