Service Advisor
2 months ago
Proactively work alongside TCSA Team to manage technical issues and reviews through the Service & Warranty procedural workflow, ensuring that the CRM is accurately updated, and customers informed of progress.
This role requires the skill to resolve customer’s issues in a swift, successful, and diplomatic manner regardless of the circumstances.
Previous experience in a call centre handling technical fault finding or supporting warrantied goods will also be advantageous.
**THE ROLE**:
- Support TCSA Team (Technical Customer Service Advisor) process administrative procedures.
- Support customer base with general enquiries and processing genuine warranty claims quickly through workflow.
- Manage inbound service request bookings on CRM system
- General customer communications
- Up sell company services to customer base.
- To handle customer documentation e.g.installation and service records.
- To document and report on all calls and problems identified and to log onto the company CRM system, ensuring warranty compliance is met.
- To promote annual servicing and repair work. Generate and log leads to increase demand and revenue for service engineers.
- To be an ambassador, increasing customers’ satisfaction with products and service.
- To be at all times smart and courteous whilst carrying out all tasks in a professional manner, providing outstanding customer service.
- To ensure that any information provided is accurate, appropriate and in accordance with all the relevant regulations for installation and use.
**(Note: In addition to these functions, employees are required to carry out such other duties as may reasonably be required)**
**PERSON SPECIFICATION**
- Diplomatic nature to ensure company policy is followed and customers are left satisfied.
- Possess a flair for developing and maintaining good client relations.
- Self-motivated with excellent organisational skills and the ability to multitask effectively.
- Enthusiasm to learn new skills and ability to grasp large amounts of product information.
- Ability to accurately input data and maintain attention to detail, even when under pressure.
- Ability to react to unforeseen situations and proactively suggest and facilitate those solutions.
- Must be able to work as part of a team and provide excellent customer service assistance.
Proven relevant experience in a similar role is desirable, though all Customer Service experience will be considered.
**Hours of Work: Monday to Friday, 8:30am - 17:00pm, 38.75pw.
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