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Customer Service Advisor

2 months ago

Farnborough, United Kingdom FTH Hire Group Full time
FTH Hire Group is one of the largest and fastest growing independent plant and tool hire companies in the UK, with ten depots across the South of England and Scotland. As a result of our ambitious growth plans, we are looking to add additional high calibre people to our growing business.
We have a fantastic opportunity within our internal sales team to work at our head office in Farnborough. The main focus of the role is to answer incoming calls from customers to take orders, upsell, answer inquiries and questions, handle complaints, troubleshoot problems and provide product information.
A background in construction or plant and tool knowledge would be advantageous although not necessary as full training is provided.
Main job tasks and responsibilities of the Customer Service Advisor:
* answering a high volume of calls daily
* understand products and upsell where possible
* handle customer inquiries both telephonically and by email
* research required information using available resources
* manage and resolve customer complaints
* provide customers with product and service information
* enter new customer information into system to create accounts
* update existing customer information
* process orders, lease with other departments
* identify and escalate priority issues
* follow up customer calls where necessary
* document all call information according to standard operating procedures
* complete call logs
* produce call reports
What you will need to bring to the role
* proficient in computer applications such as, word, google doc’s and outlook
* knowledge of customer service principles and practices
* happy to sell
* knowledge of call centre telephony and technology
* some experience in a call centre or customer service environment
* good data entry and typing skills
* knowledge of administration and clerical processes
Key Competencies
* verbal and written communication skills
* listening skills
* problem analysis and problem solving
* customer service orientation
* attention to detail
* team work
* stress tolerance
* resilience
Benefits
28 days holiday (inclusive of bank holidays)
Pension – Auto Enrolment
Sales and Loyalty Bonus Scheme
Perk Box
Birthday gift
Working hours are Monday to Friday 07:30am to 5:00pm