Customer Support Advisor

4 months ago


Warwick, United Kingdom The Future Works Full time

**England, Warwickshire, Warwick - £21,550 - £22,550 per annum****:
Posted: 25/08/23

Description:
To provide effective Customer Service support for all Customers. Our Customers' may be using our proprietary design software on PC, our web based platform, via mobile app, or at our Photostations within stores and may contact the team for queries relating to our service.

1.Provide Customer service support for all Customers; this includes the following:

- Answering inbound telephone queries, analysing and resolving problems as efficiently as possible
- Making outgoing calls to customers and retail partners to troubleshoot issues relating to our equipment and service to maintain uptime of the Photostations.
- Responding to live chats relating to enquiries, ensuring responses are professional, grammatically correct and fully address the issues raised.
- Dealing with returns, analysing issues and taking appropriate action in line with company policy and advising customers
- Ensuring customers/retail colleagues are kept informed at every stage and concerns are appropriately addressed and resolved.

2.Provide Administration support to ensure we maintain accurate stock levels:

- Booking of Photostation equipment and material into SAP, ensuring the accurate stock transfer of all unique ids.
- Liaising with the Field Services Team and Third-party suppliers to ensure they have up to date information regarding their tasks and report on completion rates.
- Handle any questions, concerns or complaints from the store and raise with appropriate personnel if cannot answer.
- Provide feedback from stores and experiences to the Customer Support Exec to enable proactive service improvements.

3.Support with the set up, maintenance and participation of the Webinar program, including implementation of the required tools and ongoing schedule to communicate details of our service for our customers.

4.Undertake additional training as required to develop and maintain knowledge expected of the role.

5.Effectively maintain, monitor and report relevant statistics as provided by Management team.

6.Attend team meetings as and when required and provide feedback useful for building the team and maintaining strong relationships.

7.Use internal systems to investigate and record actions, responding to tickets within 2 working days.

8.Undertake allocated admin tasks when briefed in the given time frames.

9.Meet all targets and objectives set for our Sales & Customer Support Agents.

10.Promote our excellent Service Plans to our customers to give them long term cover and solutions.

Essential:

- Outstanding Attention to detail
- Outstanding communication skills
- Customer focused problem-solving skills
- Proven ability to multitask to a high level
- Previous Customer Service Experience
- Advanced Excel Knowledge
- Ability to diagnose and trouble shoot problems.
- Ability to listen, empathise and confidently respond to our customers.

Desirable:

- An interested in photography
- SAP Experience

Contracted 08:00 - 20:00 at 37.5 hours a week, however the majority of the shifts will be 08:30 - 17:00.



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