Customer Service Advisor / Technical Support Advisor / Contact Centre (AWDO-P13309) in Thame)

AWD online; Thame; Hybrid; GBP 25,000; Full time

Job description

Customer Service Advisor / Technical Support Advisor with a confident telephone manner, good communication, listening and accurate data capture skills is required for a well-established company based in Thame, Oxfordshire.

NO PREVIOUS EXPERIENCE REQUIRED – FULL TRAINING PROVIDED

Once trained you will provide remote support to bars, pubs and the hospitality industry with regards to any technical issues that arise with the bar, cellar and draught dispensing system set up. If you have previous experience working within a bar or pub then great. If not, you will be trained on how to diagnose and resolve common issues remotely.

SALARY: £24,500 per annum + Benefits

LOCATION: This is a Hybrid position, working 2 days in the office in Thame and 3 days from home (there will be additional office time expected for training and team meetings)

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 hours per week Monday to Friday, rotating shifts between 8am and 6pm with Rotational Weekends

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Advisor / Technical Support Advisor with a confident telephone manner, good communication, listening and accurate data capture skills.

Working as a Customer Service Advisor / Technical Support Advisor you will be the first point of contact for customers, providing exceptional support and technical expertise that arise in bar, cellar and draught dispensing systems. You will work closely with Engineers to gain a deep understanding of Guinness quality processes and the unique challenges of bar and cellar environments.

To help fully understand your role and as part of your training, as a Customer Service Advisor / Technical Support Advisor you will also spend time ‘in the field and office’ with an engineer to learn the quality processes and to gain an in-depth knowledge of products and set-ups including parts used, fault diagnostics and resolution.

ABOUT THE COMPANY

The company is a global leader in customer service, sales, and technical support solutions. With a presence in over 30 countries, they provide multilingual support tailored to diverse markets and as a business the company celebrate diversity and foster an inclusive workplace where you can be your authentic self.

They’re People People. The company understands what makes people tick. They also know that talented people, expertly trained and happy at work, do brilliant work for their clients every day.

DUTIES

1. Handle Customer Inquiries: Proactively address all customer inquiries, including complex technical issues, with professionalism, empathy, and a focus on exceeding customer expectations.
2. Technical Troubleshooting: Accurately diagnose and resolve technical faults remotely (phone/email) utilising strong problem-solving and technical skills.
3. Guinness Accreditation: Participate in the Guinness accreditation program to become a certified product and technical expert.
4. Field & Office Collaboration: Collaborate closely with Engineers in both field and office settings to gain hands-on experience, enhance technical knowledge, and develop a comprehensive understanding of bar and cellar operations.
5. Skill Enhancement: Actively participate in internal and external training sessions to enhance customer service skills, technical knowledge, and industry best practices.
6. Industry Knowledge: Stay abreast of evolving industry trends and technologies to maintain expertise and provide the best possible support.

CANDIDATE REQUIREMENTS

1. Applicants: must be aged 18+ (due to the nature of the work involving alcohol).
2. Language Skills: Fluency in English (written and spoken).
3. Strong Communication Skills: Confident phone and digital communication, active listening, and the ability to articulate complex information clearly.
4. Customer Focus: A passion for providing exceptional customer service, going the extra mile to resolve issues and exceed expectations.
5. Organisational Skills: Meticulous attention to detail, strong time management, and the ability to prioritise tasks effectively.
6. Technical Proficiency: Basic computer literacy, including proficiency in Microsoft Office Suite. Previous bar / pub experience is a plus.
7. Team Player: A collaborative approach, working effectively with colleagues to achieve shared goals.
8. Problem-Solver: A proactive mindset, identifying and resolving issues efficiently.

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P13309