Customer Service Advisor - Omnichannel

Haier Smart Home UK&I Ltd; Bolton; Hybrid; GBP 23,831 - 29,127; Full time

Benefits offered by this job

Hybrid working

Enhanced family leave policies

Up to 6% pension contribution

4x Life Cover

Training support schemes to aid your开发

Job summary

Haier Smart Home UK&I Ltd in Bolton is hiring a Customer Service Advisor for our omni-channel contact centre. You will handle repairs requests by phone and live chat, guiding customers through the service process and coordinating Engineer visits when needed.

The role is 37.5 hours per week on a set shift, with a 1 in 4 weekend pattern and a base salary around £26,479.55. We offer hybrid working where applicable, plus development training and a range of benefits.

Qualifications

• Experience in a call centre or customer service environment.
• Experience using live chat platforms.
• Strong communication skills and a customer-first mindset.

Responsibilities

• Liaise with customers via telephone and live chat to arrange repairs for domestic appliances.
• Proactively manage customers across multiple platforms with a customer-first approach.
• Navigate account details and process information accurately and efficiently.
• Use product knowledge to resolve queries; arrange engineer visits when needed.
• Receive training to deliver first-class service and support personal development.

Skills

Call centre experience

Live chat experience

Customer-first mindset

Job description

Job Summary

Customer Service Advisor – Omni‑Channel, Bolton Call Centre / Customer Service Centre. Base salary of £26,479.55. 37.5 hours per week on a set shift pattern, working only 1 in 4 weekends. Contact centre closes at 6pm.

Benefits

• 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 – retailer discounts including holidays, high‑street stores, entertainment and days out
• A social committee organising nights out and fundraising events
• Dress down Friday
• Free onsite parking
• Discounted gym membership

Responsibilities

• Use telephone and live chat platforms to liaise with customers who wish to arrange a repair for domestic appliances that have developed faults.
• Proactively manage customers via live chat across multiple contact platforms, using an empathetic, customer‑first approach to support the company’s zero‑distance‑to‑customer attitude.
• Navigate multiple information menus to view customer account details and process information accurately and efficiently.
• Use extensive product knowledge to attempt to resolve customer service queries; if not possible, arrange for an engineer to visit the customer’s home.
• Receive training to deliver first‑class customer service and support continuous personal development.

Qualifications

• Experience in a call centre / customer service centre environment.
• Experience dealing with customers across live chat platforms.
• Strong communication skills and a customer‑first mindset.

Location

Bolton (BL26PU) Call Centre / Customer Service Centre.

EEO Statement

Our commitment to diversity and inclusion helps ensure the ideas, perspectives and experiences of all colleagues support a culture of learning and attract 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.