Customer Service Advisor - Omnichannel

Haier Europe; Bolton; Hybrid; GBP 22,525 - 30,475; Full time

Benefits offered by this job

Hybrid working

Pension

Life cover

Training support

Staff discounts

Free parking

Job summary

Haier Europe seeks a Customer Service Advisor – Omni-Channel in Bolton to liaise with customers via telephone and live chat, arrange repairs, and provide proactive support. You will handle enquiries across multiple platforms, offering empathetic, customer-first service and escalating to engineers as needed to resolve faults in domestic appliances.

The role requires experience in a call centre environment, working in a hybrid setup with a 37.5 hour week, and a focus on delivering best-in-class

Qualifications

• Experience in delivering customer service in a fast-paced environment.
• Ability to handle multi-channel communication (phone, chat, email).
• Strong interpersonal skills and empathy with customers.

Responsibilities

• Interact with customers via telephone and live chat to arrange repairs for domestic appliances.
• Proactively manage customers using multi-channel live chat platforms.
• Navigate information systems to view account details and process information accurately.
• Apply product knowledge to resolve queries; arrange engineer visits when needed.
• Deliver first-class customer service and support the company’s service standards.

Skills

Customer service

Live chat support

Telephone support

Empathy

Problem solving

Tools

CRM software

Live chat platforms

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 – Omni-Channel 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 Advisor, 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 customer's 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.

If you’re a Customer Service Advisor or Customer Service Live Chat Host who has experience in a Call Centre, Customer Service Centre, dealing with customers across live chat or can demonstrate working in a customer service environment then apply today!

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. Apply now.

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.