Customer Service Advisor

CASIO UK; Wembley; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A prominent electronics company is seeking a Customer Support Advisor for its Service Centre in Wembley. This full-time role involves providing professional customer support across various channels, enhancing customer experiences. Responsibilities include managing inquiries, assisting with product information, and ensuring customer satisfaction. Ideal candidates should have at least one year of experience in customer service and possess strong communication skills. The company promotes a collaborative environment and offers generous benefits, including competitive salary and healthcare from Day One.

Benefits

25 days annual leave plus Bank Holidays

Paid Birthday Day Off

Competitive Salary

Private Medical Insurance

Excellent non-contributory Pension Scheme

Qualifications

• At least one year of experience in customer service or retail roles.
• Outstanding verbal and written communication abilities.
• Ability to handle multiple tasks with changing priorities.

Responsibilities

• Respond to customer inquiries professionally across multiple channels.
• Handle incoming communications efficiently via phone and email.
• Record all interactions accurately in the CRM system.

Skills

Verbal communication

Written communication

Active listening

Interpersonal communication

Organisational skills

Time management

Multi-tasking

Tools

Zendesk

Microsoft Office

Job description

Job Type: Full Time (35 hrs per week, Mon - Fri), Permanent/Contract

Location: Hybrid Working (3 days in Head Office Wembley Park HA9, 2 days WFH)

Reports to: Service Manager, dotted line responsibility to Team Leader - Customer Services

Casio Electronics Co. Limited, a leading multinational electronics company, is seeking a highly motivated and dedicated Customer Support Advisor to join our Service Centre team in the UK. At Casio we pride ourselves on launching innovative designs and leading technologies to both consumer and B2B sectors. Our products span across a variety of categories including watches, calculators, musical instruments and medical devices. Our vision is to see our brands inspire users across generations.

As a Customer Support Advisor you will provide professional, efficient and friendly customer support by handling enquiries across multiple channels including telephone, email, live chat, WhatsApp and social media; maintaining Casio's service standards and promoting a positive customer experience. This is an entry level to intermediate position designed to build product and service expertise whilst contributing to team success.

Joining Casio means stepping into an environment where you can team up with passionate and talented individuals who share our vision. Our employees are at the heart of everything we do, and we are excited to share that Casio UK has recently been recognised as a Great Place To Work. This achievement is something we take great pride in, and we are committed to continuously improving our workplace culture.

Key Responsibilities & Duties:

• Respond to customer inquiries in a prompt, courteous, and accurate manner
• Handle incoming communications through phone, email, and digital channels
• Provide information regarding Casio's products, services, warranties, and repair options
• Assist with Parts & Accessories inquiries, including processing orders for parts
• Record all interactions accurately in the CRM system (Zendesk)
• Adhere to established processes and raise any complex or unresolved issues
• Achieve performance targets related to quality, response times, and customer satisfaction
• Make a positive contribution to a collaborative, customer-focused team

Requirements

• At least one year of experience in customer service, retail, or administrative positions
• Outstanding verbal and written communication abilities
• Strong skills in active listening and interpersonal communication
• Effective organisational and time management capabilities
• Proven ability to handle multiple tasks with changing priorities
• Ability to remain calm, resilient, and professional when addressing customer complaints or inquiries
• Willingness to learn new systems, processes, and product information, and openness for feedback for personal development
• A positive attitude and a strong desire to grow and develop within the department
• A collaborative team player who enjoys supporting colleagues and contributing to the success of the team
• Basic familiarity with the Microsoft Office suite
• Previous experience with CRM systems (preferably Zendesk) is highly desirable, but not essential as comprehensive training will be provided

Benefits

• 25 days annual leave plus Bank Holidays
• Paid Birthday Day Off
• Competitive Salary
• Fantastic healthcare benefits from Day One: Private Medical Insurance via BUPA, Permanent Health Insurance, Medicash Health Plan
• Death In Service (4x salary)
• Excellent non-contributory Pension Scheme, up to 14%**
• Employee Discount, up to 50%**
• Anytime access to personal development and training courses via LinkedIn Learning
• Anytime access to retail discounts at 200+ retails (Reward Gateway)
• Casio Sponsorship & Donation Scheme for employee charity fundraising
• Head Office team social events and activities including giveaways and reward & recognition incentives
• Join a company that's recently been certified as a 'Great Place to Work'!