Customer Service Advisor

2 weeks ago


Exeter, Devon, United Kingdom Meridian Full time
Technical Customer Service Advisor | £26k - £30k p.a | Exeter (office based) | Mon - Fri


Reporting directly to the Group Service Manager, the purpose of this role is to take all customer and retailer calls of a technical nature and provide them with the correct technical advice.

This Technical Advisor requires the skills to resolve customers' issues in a swift, successful and diplomatic manner regardless of the circumstances.

A knowledge of heating appliances of all fuel types, their installation and servicing is highly advantageous for this role.

CERTIFICATION:

The Technical Customer Service Advisor role will greatly benefit from having one or more of the following training elements to carry out the work:
Gas Safe Certification

CCN- Domestic Core Gas Safety
HTR- Gas Fires & Wall Heaters
CONGLP- LPG Changeover
CPA- Combustion Analysis

HETAS Certification

Hetas H002 (Solid fuel regulations and Standards)
Hetas H003 (Dry Appliance Installer)
Hetas H004 (Wet Appliance installer)
Hetas H006 (Internal twin wall chimney system installer)

Part P Electrical Safety

Suitable experience within the heating industry will also be taken into account for applicants without the essential qualifications.

THE ROLE:

To resolve technical issues raised by our retailers, end users and members of the general public.
Filter and monitor the accuracy of all complaint data entry.
To be at all times smart and courteous whilst carrying out this important task in a professional manner.

To carry out fault finding analysis over the phone with retailers and end users on any brand products in our portfolio and offer appropriate advice to resolve the issue.

To document and report on all calls and problems identified and to log onto the company CRM system.

To ensure that any information provided is accurate, appropriate and in accordance with all the relevant regulations for installation and use.

PERSON SPECIFICATION - The following personal attributes would be an asset:
Excellent verbal communication skills over the telephone, and written correspondence.
A proactive approach to keeping records and reports up to date.
Diplomatic nature to ensure company policy is followed and customers are left satisfied.

Knowledge of software program's including Outlook and Word and a propensity to learn new programs such as our CRM system.

Flexibility to carry out a wide ranging role that will vary across the year.
Must be able to work as part of a team and provide excellent customer service assistance.

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