Customer Support Advisor

TN United Kingdom; Northampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking dedicated individuals to join their customer service team. This role focuses on delivering outstanding technical assistance and ensuring high levels of customer satisfaction. Candidates will have the opportunity to contribute to the company's success by promoting initiatives and supporting various teams. With a strong emphasis on communication and commercial awareness, this position offers a rewarding environment where your contributions are valued. Enjoy a competitive salary, generous benefits, and the chance to shape the future of customer service.

Benefits

Generous holiday entitlement

Flexible retirement plans

Employee Assistance Programme

Gym discounts

Travel discounts

Retail discounts

Company car or car allowance

Cycle-to-work scheme

Two days of special leave for volunteering

Qualifications

• Strong communication skills for effective customer interactions.
• Knowledge of systems and procedures relevant to customer service.

Responsibilities

• Provide first-level technical assistance to customers.
• Escalate unresolved incidents to appropriate resolver groups.
• Maintain database integrity and verify customer information.

Skills

Effective written communication

Customer service skills

Commercial awareness

Connectivity knowledge

Job description

Job Description

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• Provide outstanding customer service to both external and internal customers by offering first-level technical assistance using the online knowledge bases, aiming for first-time resolution to minimize the need for engineering support.
• Escalate unresolved incidents to the appropriate resolver group within the required contractual timescales to ensure the company meets service level agreements.
• Ensure chargeable services have appropriate agreements from requestors to achieve billing and revenue targets.
• Offer general customer service, referring queries to other departments such as Credit Control, to deliver the highest level of customer satisfaction.
• Promote company initiatives, e.g., e-service, to enhance customer satisfaction and company performance.
• Support the Consumable Order team as needed—validate orders, process them, and handle customer queries related to orders, considering organizational costs and contractual requirements.
• Maintain database integrity by verifying customer information and performing file maintenance.
• Adhere to company policies and procedures to ensure governance.

Ideal Candidate Attributes

• Effective written communication skills for internal and external interactions.
• Knowledge of relevant systems and procedures.
• Commercial awareness of the company's customer base.
• Connectivity knowledge.
• Act as an escalation point to the technical resolver group.

What We Offer

We seek individuals with unique energy, passions, and ideas. Your contributions will be valued, and opportunities will be provided to help shape the future.

In return, we offer:

• Role-specific working conditions.
• An excellent package including a solid basic salary, strong bonus, and company benefits such as:
• Generous holiday entitlement, two days of special leave per year for volunteering, holiday purchase schemes, flexible retirement plans, and support for physical, emotional, and financial health (including Employee Assistance Programme, life cover, medical protection, gym, travel, and retail discounts).
• Company car or car allowance (role-specific), cycle-to-work scheme.