Customer Service Advisor - Live Chat

Haier Smart Home UK&I Ltd; Bolton; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Pension (up to 6%)

Life cover 4x

Training support

Staff discounts

Onsite parking

Dress down Friday

Free fruit

Job summary

Haier Smart Home UK&I Ltd seeks a Customer Service Advisor to handle live chat enquiries from our Bolton Call Centre. You will support customers across the full product range, coordinating repair visits and providing first-class service with a customer-first approach.

The role offers hybrid working, a 37.5 hour week, and a base salary around £26,480 with a focus on balancing quality service and work-life harmony.

Qualifications

• Customer service mindset and passion for helping customers

Responsibilities

• Liaise with customers via live chat to arrange repairs for domestic appliances.
• Proactively manage customer inquiries and provide accurate information
• Escalate to engineers when needed and coordinate on-site visits

Job description

If you want to build a career that believes customer service is key to personal and business goals, our future is yours to grasp. As a Customer Service Advisor - Live Chat based at our Bolton Call Centre / Customer Service Centre, in your hands, we'll get closer to our customers and get closer to our aim to be the number one home appliance business in the UK & Ireland. We've built our global reputation as the number one home appliance brand by understanding what our customers want and developing next generation products that make our customer's lives easier.

Benefits

• Base salary of £26,479.55
• Working only 1 in 4 weekends
• Working 37.5 hours per week on a set shift pattern, no late working, our contact centre closes at 6pm
• Hybrid working (if applicable)
• Enhanced family leave policies
• Up to 6% pension contribution
• 4x Life Cover
• Training support schemes to aid your development
• Enhanced sick pay policy
• Free fruit and hot drinks
• Employee Assistance Program
• Brilliant staff discounts on products
• Access to Reward Gateway which offers a wide range of retailer discounts including holidays and high street stores, entertainment and days out!
• A social committee which organises nights out and fundraising events
• Dress down Friday
• Free onsite parking
• Discounted gym membership

We pride ourselves on providing best in class customer service to support our complete product range. On the rare occasion that our customers are unhappy, you will step in to support. We are looking for someone that is passionate about customer service.

As a Customer Service Representative, you will use a variety of different communication channels including telephone and live chat platforms to liaise with customers who wish to arrange a repair for domestic appliances that have developed faults. You will proactively manage customers using live chat via multiple contact platforms, harnessing your empathetic, customer first approach to have a direct impact on our zero distance to customer attitude. You will navigate within multiple information menus to view customer account details, process customer information accurately and efficiently, as well as use your extensive product knowledge to attempt to resolve customer service queries. If that's not possible, you'll arrange for an engineer to visit our customers home.

You’ll be based at our Bolton (BL2 6PU) Call Centre / Customer Service Centre and will receive training to ensure that you are not only able to provide first class customer service but are also personally able to achieve great things. It's a really exciting time to join our growing business, we've implemented best in class systems and are transforming how we do things.

With the strength of our brands behind you, a culture of high-performance that motivates you and the freedom to drive your career your way, our shared ambition will inspire you and delight every customer. Our future. In your hands.

Our commitment to diversity and inclusion helps ensure the ideas, perspectives and experiences of all colleagues supports a culture of learning and attracts world-class talent. We welcome applications from all sections of the community and candidates will be equally assessed and selected based on objective criteria.

We reserve the right to close this role prior to the advertised closing date should a suitable applicant be found.

In your hands, our three superbrands - Candy, Hoover, Haier - are the innovative power behind our determination to be the number one home appliance business in the UK & Ireland. And with our shared cultural attitude of Entrepreneurship - Innovation, Zero Distance to the Customer and IoT - Ecosystem Thinking, our people know how to power our future.

Our customers deserve the very best, and in your hands, you’ll deliver it.

With the strength of the global leader behind you, the freedom to grow your career inspiring you and the performance of our future driving you, in your hands, our business will be better because of you.