Customer Service Advisor

4 weeks ago

West Bromwich, United Kingdom Sharp Full time

Company Name:
- Sharp Business Systems UK PLC- Location:
- West Bromwich- Advert Closing Date:
- Job Number:
- JO-2306-2041- Work Type:
- Permanent / Full TimeWe have great opportunity to work as a **Customer Advisor **at our **West Bromwich office.**

We will give you all the product and system training you will need but as this is a fast-paced role where you have to think on your feet it is essential that you have previous experience working in a customer service focused role and have good administration and diary management skills.

Individuals with retail/hospitality experience will be greatly considered.

You will work **Monday to Friday 8.30 5.00 or 9.00-5.30** and be flexible when needed.

Due to the location of our office, it is desirable if you drive.

**Key Responsibilities**:

- To be first line contact/support responding to customer request/queries and complaints in an efficient and professional manner
- Processing requests for consumables, and recycling boxes.
- Logging engineer visits or helpdesk telephone support calls
- Triaging calls using our fault finder app, where possible offering remote assistance to solve the issue rather than allocating to engineer or helpdesk
- Investigating order discrepancies, both customer or engineer queries involving undelivered orders/parts from our Field Service Management system (FSM) and on our automated Managed Print Software (MPS) to ensure accurate billing and just in time supplies dispatch
- Escalating customer issues with management when the need arises.
- Getting management authorization for some consumables/free services as per general guidelines given from time to time
- Adhering to company’s policies and procedures when interacting with customers
- Staying up to date regarding company’s products, services, and policies by attending training sessions both online and in person
- Ensuring that you accurately comprehend customer’s requests and issues by confirming and clarifying information.
- Making notes on our in-house system to collaborate any request or customer chasing for updates
- Upselling products and services where possible and promoting ad on sales like next day delivery, out of hours services and upgrading their office equipment
- Maintaining accurate customer records in a customer management system and completing call notes and records where needed

**Experience, Skills & Qualifications**:

- Strong analytical and problem-solving skills to correctly identify issues and determine the most effective solutions.
- Stamina to handle high volumes of calls and consistently provide excellent service.
- Be able to show they have adequate literacy skills, written and oral.
- Be highly organized and have high attention to detail, you will need to be proactive and flexible with the ability to work on your own initiative.
- Must be proficient in outlook, and word.
- Basic understanding of excel/sap would be advantageous

**About Sharp Business Systems UK Plc**

By providing excellent pre-sales advice and supplying innovative, state-of-the-art solutions, which we support with outstanding service, we deliver very high-levels of customer satisfaction. We have thousands of customers who have been with us for many years and are happy to turn to us time and time again for new products, solutions and services; our relationships are testament to the quality of the customer service we provide.

As part of the globally recognised and trusted Sharp Corporation, we are at the forefront of technical innovation ensuring that we can fulfil all printing and copying requirements.

Our current portfolio of hardware products ranges from space-saving MFPs through to exceptionally versatile high-speed production print systems. We also supply a wide range of software solutions, which combines with our premium level service support to offer our customers a powerful Managed Print Service (MPS). Our IT Services support organisations of all sizes in building and maintaining a reliable and resilient IT infrastructure.

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