Customer Service Representative

Navien Ltd; Guildford; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

22 days holiday, rising for long time

Free on site parking

Private health care after two full cal

Job summary

Navien UK Ltd is seeking a Customer Service Representative to join our busy team in Guildford. You will communicate with customers and engineers by phone and email to maintain high standards of service in a fast-paced environment.

Key duties include handling inquiries, raising jobs when needed, coordinating with engineers and the warehouse, and chasing invoices while delivering product information with a customer-focused approach.

Qualifications

• Experience in a call centre environment.
• Experience using Microsoft Office Excel and MS programs.
• Motivated, proactive and customer-focused.
• Willing to learn new processes and adapt to changes.
• Strong communication and listening skills.
• Able to work as a team and individually.
• Attention to detail.

Responsibilities

• Handle all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently.
• Manage the process of raising jobs where service level 1 cannot find a service agent to do the job.
• Manage the jobs allocated to service agents to ensure appointments have been booked with customers.
• Document all call information according to standard operating procedures.
• Chase outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice.
• Manage jobs and invoices to close off outstanding work through the process of payments to finance.
• Arrange collection of parts after job with warehouse and engineers.
• Arrange for parts to be ordered ready to be dispatched from warehouse for engineer job orders.
• Where required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in-house System (CIC).
• Support the company promotions by keeping the data up to date.
• Provide customers with product and service information.

Skills

Call centre experience

Excel / MS Office

Proactive

Customer focus

Communication skills

Teamwork

Attention to detail

Learning agility

Job description

Navien UK Ltd is looking to recruit a Customer Service Representative. The candidate will work in a fast-paced environment, communicating with customers and engineers by phone and email to ensure a good standard of customer service.

DETAILS:

• Job Type: Full Time, On-Site.
• Department : Customer Service
• Salary range: Dependant on Experience
• Experience: Entry
• Education:
• Job Location: Guildford Business Park Road , Building 2 , Guildford , England , GU2 8XG , United Kingdom

Job Expectations:

Requirements :

• Worked in a call centre environment
• Experience working with Microsoft Office Excel and other MS Programs
• Highly motivated and pro-active
• Customer focused with excellent customer service
• Willing to learn new processes and adapt to changes
• Pay attention to detail
• Must be able to communicate at all levels and be a team member
• Strong Communication and Listening Skills
• Ability to Work as a Team and Individually

What we offer :

• 22 days holiday, rising for long service
• Free on site parking
• Private health care after two full calendar years

Key Responsibilities:

• Handle : all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently
• Manage : the process of raising jobs where customer service level 1 cannot find a service agent to do the job, then the customer service representative level two will source service agent further afield or a Navien Technical Engineer to carry out the work
• Manage : the jobs allocated to service agents to ensure appointments have been booked with customers
• Document : all call information according to standard operating procedures
• Chase : outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice
• Manage : jobs and invoices to close off outstanding work through the process of payments to finance
• Arrange : collection of parts after job with warehouse and engineers
• Arrange : for parts to be ordered ready to be dispatched from warehouse for engineer job orders
• Where : required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in house System (CIC) and Customer service level 1 needs a paper copy sent out
• Support : the company promotions by keeping the data up to date
• Provide : customers with product and service information