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Customer Service Advisor

4 months ago

Northampton Northamptonshire, United Kingdom Ricoh Full time

We are actively building diverse teams and welcome applications from everyone

Role: Customer Scheduling Advisor (12 month Fixed Term Contract)

Package: Competitive pay, plus bonus and excellent company benefits

Shift Pattern: 37.5 hours per week, with 2 in office days required per week

To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. As our business continues to thrive, we now have a requirement for an enthusiastic Customer Scheduling Advisor to be based at our Contact Centre within Ricoh UK`s Prestigious Head Offices in Northampton.

To process customer requests for service assistance by scheduling engineers to attend customers requests, in an effective and professional manner to comply with agreed customer contractual service levels and company procedures.

To take ownership for a customer request for Technical assistance, from call receipt to call closure, including providing customer updates on response times, troubleshooting based on the systems scheduling and dealing with Engineer queries, ensuring Customer service level agreements are met and penalties avoided.

To provide outstanding customer service to both external and internal customers through taking calls and responding appropriately by:

Offering first level technical assistance using the online knowledge bases provided, in order to offer the fast fix possible and preventing an Engineer call being required,

To escalate calls that are unresolved by first level technical assistance to be scheduled an Engineer visit within the required timescales, in order to ensure the Company meets service level agreements,

Provide general customer service to ensure all queries are dealt with and where applicable, referring queries to other departments such as Credit Control, to offer the highest level of customer service and to deliver first time resolution.

To promote Company initiatives as requested, in order to enhance customer satisfaction and Company performance.

To provide the Field Service Manager with communication of the areas activity, including performance, response times and customer escalations, in order for issues to be addressed quickly and efficiently.

Adherence to Ricoh Policies and procedures to ensure high quality and efficiencies.

Maintains database integrity by ensuring verification of customer information and file maintenance.

No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.