Customer Service Advisor

Harvey Water Softeners; Woking; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading provider of water solutions in Woking seeks a Customer Service Adviser to join its team. The role involves providing first-line support, troubleshooting customer issues, and maintaining high customer satisfaction. Ideal candidates will have communication skills, a positive attitude, and attention to detail. Previous call centre experience is a plus. Attractive perks include holiday schemes, product discounts, and learning opportunities.

Benefits

25 Days Holiday + Bank Holidays

Flexible Holiday Scheme

Opportunities for career growth

Product discount

Retail/travel discounts

Cycle to work program

Wellbeing programs

Enhanced maternity/paternity leave

Social events

Free Parking

Relaxed Dress Code

Ongoing learning and development

Qualifications

• Experience in a call centre environment is advantageous.
• Ability to manage high call volumes effectively.

Responsibilities

• Provide first-class customer service and support.
• Engage with customers to provide information about services.
• Troubleshoot product-related issues.
• Manage customer complaints effectively.
• Use CRM to schedule engineer visits.

Skills

Excellent communication skills

Positive attitude

Problem-solving abilities

Attention to detail

Proactivity

Tools

Salesforce

Job description

Harvey Water Softeners is a leading provider of high-quality water softeners, salts, and filters, dedicated to enhancing water quality for households. With a commitment to excellence and customer satisfaction, we pride ourselves on delivering top-notch products and exceptional service.

Due to our continued growth, we are looking for a Customer Service Adviser to join our Customer Experience Team.

Serving as the first point of contact for our customers, you will provide advice and guidance about our services and products. You will ensure customers have all the information or support they need to resolve any product-related issues and schedule engineer visits where necessary.

You will demonstrate understanding, professionalism, compassion, and accuracy on every call, providing a first-class customer service experience for each customer.

Customer Interaction

• Engage with existing customers, providing comprehensive information about our products and services.
• Build rapport and maintain a positive relationship throughout interactions.
• Troubleshoot to establish the root cause of technical issues and provide solutions to resolve issues at first contact.
• Manage customer complaints in line with company policy, ensuring high customer satisfaction.

Communication Skills

• Build rapport and maintain positive relationships with customers throughout their interactions.

Systems

• Use our CRM system (Salesforce) to manage customer interactions and schedule engineer appointments.
• Ensure customer records are updated and maintained accurately.

Attention to Detail

• Manage high call volumes with meticulous attention to detail.
• Effectively manage time and resources to address queries efficiently without compromising quality.

Proactivity

• Proactively seek upselling opportunities.
• Support efforts to deliver the highest customer satisfaction scores.

Problem Ownership

• Handle and resolve customer concerns with a solutions-oriented approach.

The successful candidate will have excellent communication skills and a positive attitude. Previous experience in a call centre environment is advantageous but not mandatory. You should work effectively under pressure within a busy environment and manage competing priorities.

• 25 Days Holiday + Bank Holidays
• Flexible Holiday Scheme
• Opportunities for career growth and development
• Culligan Product discount
• Perks at Work retail/leisure/travel discounts and more
• Cycle to work program
• Wellbeing programs – Your wellbeing is important to us
• Enhanced maternity leave and paternity leave
• Social events: Summer Family BBQ and Annual Awards + activities and fundraisers throughout the year
• Free Parking
• Relaxed Dress Code
• Access to ongoing learning and development through our online learning platforms