Customer Service Advisor

6 months ago

High Blantyre, United Kingdom Eden Springs UK Ltd Full time

**Role**: Customer Orders Executive (COE)

**Location**: Blantyre

**Job Types**: Permanent, Full-time

**Shift**: Monday to Friday

**Salary**: up to £23,400

**Description**

Are you ready to join the leading company in drinking water solutions? **Eden Springs** **UK** is looking for a Customer Orders Executive

We are building a purpose-driven culture that values our associates and prioritizes customer service. By joining our team, you will be a part of an innovative company that strives to improve the vitality of businesses and households.

**SUMMARY OF ROLE**:
This role will act as a point of contact for our existing customers requesting any Eden Springs products or services, or information about their account. Embracing the mantra ‘Customer For Life’, the COE will ensure any customer requests are dealt with courteously, promptly and accurately. The COEs will also own responsibility for all customer contact relating to the provision of products, services and information once requested. The role will improve customer satisfaction and revenue growth by driving operational excellence

**RESPONSIBILITIES**:

- Proactive calling to specific customers to generate product orders.
- Processing customer product orders received by phone call or electronically in a timely and accurate manner.
- Receiving and assessing customer requests for maintenance of their equipment.
- Assisting customers to self-fix their equipment if possible or requesting a service visit if necessary.
- Responding to all customer requests for information about their product/service orders and any other aspects of their account in a timely and accurate manner.
- Collaborate with internal departments to resolve customer issues relating to the supply of a service or products in a timely manner.
- Liaise with and involve the Customer Management team when specific account management is required.
- Monitor activity to deliver minimum levels in-line with agreed metrics and report agreed management information at agreed intervals.
- Share best practice and drive continuous improvement.
- Maintain an in-depth understanding of our products and services by working closely with all other internal teams.

**Requirements**:

- A passion for delivering first class customer experience.
- Exceptional verbal and written communication skills.
- Adaptability and strong problem-solving skills.
- Excellent active listening skills.
- Ability to build rapport and collaborate with others, internally and externally.
- Understanding of consumer behaviours and industry trends.
- Extensive, accurate product knowledge.

**Key Competencies**:

- A confident individual with a drive for results, proactive attitude and a passion for providing excellent customer service.
- First-rate telephone manner.
- Results oriented, with a positive outlook, a clear focus on delighting customers and a desire to own problems.
- Able to demonstrate sound commercial knowledge and a good overall understanding of all aspects of the business.
- Strong written skills with an ability to deliver an accurate and concise message.
- Able to forge meaningful relationships across all departments and influence others.
- Empathetic and able to see things from different points of view.
- Excellent timekeeping and attention to detail.
- Proficient user of MS Office, particularly Word, Excel, Outlook and Explorer.

**Benefits**
- Free Health Cash Plan
- Milestone days
- Paid Paternity and Pet bereavement leave
- Discounted Gym Membership
- Discounts and cashback
- Competitive Pension
- Refer a friend program.
- Up to 6 months full pay maternity leave
- New baby bonus
- Up to 3 weeks full pay paternity leave.
- Paid carers leave.
- Up to 15 days paid fertility leave.
- Paid volunteer time
- Free Mortgage and Financial planning services

In addition to these functions, you may be required to perform other duties as may be required.

**Dedicated to diversity.**

At Eden Springs, we believe different ideas, perspective, and backgrounds are key to developing a creative working environment that delivers real results. It is why you will find us championing diversity and equality at every turn.

Pay: £22,000.00-£23,400.00 per year

**Benefits**:

- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Referral programme

Schedule:

- Day shift
- Monday to Friday

Work Location: In person

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