On-Site Customer Service Rep – Fast-Paced Support & Coordination

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 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.