Customer Support Advisor

JR United Kingdom; Birmingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Advisor, where you will deliver exceptional service to customers both inbound and outbound. This role is essential in maintaining high standards of customer satisfaction while working flexibly within a dynamic team. You will be part of a reputable organization with over 50 years of experience in the industry, providing you with opportunities for personal growth and development. Enjoy a range of benefits including a competitive salary, generous holiday allowance, and various employee perks that enhance your work-life balance. If you are passionate about customer service and thrive in a fast-paced environment, this role is perfect for you.

Benefits

33 days holiday

Life assurance

Share incentive plan

Enhanced maternity & paternity pay

Employee assistance programme

Healthcare cash plan options

Competitive staff discount scheme

Discounts on holidays and shopping

Salary sacrifice schemes

Free onsite car parking

Qualifications

• Excellent communication skills and ability to work under pressure.
• Strong IT skills to efficiently manage customer information.

Responsibilities

• Respond to customer calls and provide accurate information.
• Ensure high levels of customer satisfaction and achieve KPIs.

Skills

Customer Service

IT Systems Usage

Basic UK Geography

Time Management

Job description

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We are currently recruiting for several Customer Support Advisor positions, including one full-time role (37.5 hours per week) and multiple part-time roles (20–25 hours per week). Shifts are scheduled between 6:00 AM and 8:00 PM, Monday through Sunday.

When you join ATS Euromaster, you will be part of a nationwide tyre retailer with over 50 years of experience, operating out of more than 150+ service centres across the UK. We are also part of the Michelin Group of companies, so you know you will be joining a reputable business that invests in its people.

Job Summary

As a Customer Support Advisor, you will provide a high standard of both inbound and outbound telephone support and associated administrative tasks within the Call Centre. Delivering outstanding customer service to both internal and external customers within a critical timeframe. Complying with customer service level agreements and internal procedures to achieve defined key performance indicators.

Key Areas of Responsibility as a Customer Service Advisor

• Respond to all incoming calls within the Call Centre as required
• Obtain relevant information from customers in order to correctly identify their requirements
• Accurately and efficiently enter information reported onto the relevant systems
• Correctly follow policy instructions relating to the handling of information for each customer
• Identify appropriate resource to deploy based on customer requirements
• Deploy job to appropriate ATS Euromaster location and/or person, in an efficient and effective manner
• Ensure all work is carried out to the highest level of accuracy
• Ensure individual KPIs are achieved and maintained
• Follow the agreed escalations procedures
• Work flexibly to support 24/7 365 operation
• Fully understand our customer’s expectations in order to manage the requirements of the deliverables
• Fully conversant with all systems used within the department
• Strive to maximise internal and external customer satisfaction

Role Requirements:

• basic UK geography
• Working to tight deadlines
• using IT systems

Benefits as a Customer Service Advisor:

• 33 days’ holiday pro-rated (inclusive of bank holidays)
• Life assurance & income protection (as a member of our pension scheme)
• Share incentive plan
• Enhanced maternity & paternity pay
• Employee assistance programme
• Healthcare cash plan options
• Competitive staff discount scheme on our range of products and services
• Discounts on holidays, shopping, restaurants and much more, all through our ‘Lifestyle’ employee benefits-programme
• Salary sacrifice schemes, including cycle2work
• Free onsite car parking

ATS Euromaster is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of race, religion, sex, sexual orientation, age, disability or any other status protected by law.