Product Care Advisor

CareCo Company; Braintree; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

32 days annual leave

Life insurance

Free on-site parking

Employee Assistance Programme

CareMiles discounts

Job summary

CareCo HQ in Braintree is seeking a Product Care Advisor to deliver outstanding customer service for our mobility products. You will handle inbound and outbound calls, emails, live chats and video chats with empathy and professionalism.

Full training will be provided; you’ll troubleshoot issues, arrange engineering visits, process refunds and returns, and liaise with other teams to resolve queries. 40-hour week with rotational shifts and generous benefits.

Qualifications

• Exceptional customer service skills.
• Excellent listening, verbal and written communication; adapt to individuals.
• Ability to solve problems proactively and efficiently.
• Empathetic, caring and patient approach.

Responsibilities

• Act as an ambassador for CareCo, providing the best customer service.
• Handle inbound/outbound calls, emails, live chats and video calls with professionalism.
• Troubleshoot, diagnose, resolve and escalate issues per procedure.
• Obtain information for warranty claims and arrange engineering visits.
• Maintain and update customer accounts and provide information and support.
• Manage refunds, replacements and product returns and liaise with other teams.

Skills

Customer service

Communication

Problem solving

Empathetic

IT proficiency

Multitasking

Job description

Salary: £28,840 per annum
Contract: Permanent
Hours: Full time, 40 hours per week over 5 days
Shifts: Rota over 7 days of Monday to Saturday, 08:00 – 17:00 / 09:00 – 18:00, Sunday 10:00 – 16:30
Location: CareCo HQ, Braintree

At CareCo, we make every day easier for people. As the UK's leading mobility retailer, our goal is to make sure that everybody who needs a helping hand not only gets one, but that they get the one that works for them.

Our Product Care Teams are the go-to for our customers who may be experiencing issues with, or have a query about, one or more of our products. Full technical training will be provided in relation to our products to enable you to provide effective diagnostics to our customers.

As a Product Care Advisor you will:

• Act as an ambassador for CareCo, providing the very best customer service at all times
• Handle inbound and outbound calls, emails, live chats and video calls with customers with professionalism and empathy
• Troubleshoot, diagnose, resolve and/or elevate issues as per procedure
• Work with customers to obtain relevant information for warranty related claims
• Identify and arrange engineering visits including ordering parts
• Maintain and update customer accounts
• Provide general information, advice and support to customers
• Manage and organise refunds, replacements and product returns
• Liaise with other teams across CareCo to ensure issues are resolved

About You

To be considered for the position of Product Care Advisor, you will need:

• Exceptional customer service skills demonstrated through previous work experience
• Excellent listening, verbal and written communication skills with the ability to adapt based on the individual
• The ability to solve problems proactively and efficiently
• An empathetic, caring and patient approach
• Computer/IT proficiency, with the ability to learn and master our computer systems
• The ability to multitask and manage your own workload

Experience within a busy call centre environment is highly desirable.

About Us

At CareCo we celebrate our people — their milestones, their growth, and the everyday moments that matter. Our benefits are built to support your life, not just your work. As a Product Care Advisor, we’ll offer you:

• 32 days annual leave (including bank holidays), with extra days when you stick with us
• Option to buy and sell annual leave
• Access to CareMiles, our exclusive staff benefits platform with discounts and cashback on various brands
• Life-event vouchers to celebrate milestones such as welcoming a new baby or getting married
• Employee loyalty rewards, including holiday vouchers
• Free on-site parking
• Driving lesson contribution to help you learn to drive*
• Employee Assistance Programme for 24/7 confidential support
• Life insurance
• Free annual flu jab
• Annual eye test contribution
• Employee referral scheme – earn £500 for referring a friend
• Reimbursement of professional membership related to your role

Whoever you are and whatever your story is, we’d love to hear from you.

Apply to become part of a team that makes every day a better day.

We are proud to be a Disability Confident Employer which helps to employ, support and develop disabled people in the workplace.

*Eligibility for benefits based on length of service