Customer Service Advisor
6 months ago
Job Advert
**Customade** **Group** is a manufacturer and supplier of uPVC and aluminium windows and doors to trade customers. We are pleased to announce that we now have an opportunity for a Customer Service Advisor to join our team in Stonehouse.
**You will**:
- Ensure all complaints / queries assigned to them have a first response within 24hrs
- Thoroughly investigates all complaints to understand root cause and therefore best course of correction action
- Ensure all complaints / queries are logged in the Case Management system when first assigned and then updated until closed, proiding accurate information to other departments regarding CoPQ
- Use the Case Management system, to monitor and manage own workload and to ensure complaints are resolved in the most efficient and cost effective way, whilst maintaining a positive service exeperience for the customer
- Proactively keeps customer updated on progress of their complaint
- Liaise with all internal departments, Production, Despatch, Purchasing, Sales, SOP etc, to ensure Customer expectations are met and delivered
- Answer all incoming calls within 3 rings
- Knows when to escalate a complaint if support required to resolve / customer unhappy with outcome
- Maintain a safe, secure, and compliant environment by operating within Company systems, policies, procedures
- Demonstrate our company vision and values
**Essential Experience**
- Previous customer service background either face to face or telephone based
- Needs to be self-motivated, courteous and have excellent verbal and written communication skills
- Excellent questioning and listening skills to enable customers to talk through their needs
- Able to understand technical requirements and communicate technical information effectively
- Team Player
- Computer Literate
- Good Telephone manner
**What we offer**:
**Salary**: £11.58ph (£24,086pa)
**Contract**: Permanent
**Hours**: Monday to Friday
Week 1 - Monday to Thursday 8am-5pm, Friday 8am-2pm
Week 2 - Monday to Friday 8am-4.30pm
**Location**: Stonehouse
**Benefits offered**:
- Annual holiday plus Bank Holidays
- Holiday Purchase Scheme
- Pension & Life Assurance Scheme
- Enhanced Maternity & Paternity Pay
- Training and Succession Planning
- Social events throughout the year
- Employee discounts on our products
- One day’s paid volunteering leave to support your chosen charity
**_
Manufacture a better future, visit customade.co.uk/careers_**
A kind note to recruitment agencies - please do not send us CV’s to HR, Recruitment or managers
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