Customer Service Advisor

5 months ago


Runcorn, United Kingdom KDE Ltd Full time

Job Role: Customer Service Advisor
- Wages: £10.42 per hour
- Bonus: Team Performance based/ TBC
- Working Days: Monday To Friday
- Working pattern 08:00 - 05:30 on a rota basis - with 30 minutes unpaid lunch break
- Holiday Period: 20 Days (Excluding Bank Holidays) (Holiday purchasing options available)
- Probationary period: 3 months

**Purpose of the job**

To provide outstanding customer service to all external and internal customers through effective telephone handling techniques, request diagnosis, systems, technical and customer service skills. Liaise with engineers to support them with the smooth running of their day and ensure job completions are actioned accurately to fulfill the final invoice process.

**Responsibilities**:

- Dealing with a variety of incoming calls from customers to raise new work orders or discuss existing orders
- Determine and diagnose faults first time through asking the right questions and allocating to the correct engineer for attendance or contract manager for quotation
- Ensure customer SLAs are achieved - reactive jobs are attended to within the correct timescales
- Ensure all job technical details are recorded accurately in order to support a first visit access and fix for the KDE engineers and customers where possible
- Provide customer updates on outstanding repairs, ensuring open communication with customers, and recording any communications in the notes section within the system to ensure that the records are kept up to date
- Manage all notes effectively including the unscheduled tasks
- Communicate daily with engineers to support them with efficient completion of jobs during their day and request attendance for callouts
- Close down jobs accurately for invoicing purposes
- Raise further work orders where required in order for jobs to be completed to the client’s requirements
- Liaise professionally with other areas of the business for technical support and assistance where required
- Log compliments, complaints and dissatisfaction making sure that the detailed information reaches the correct person
- Adhere to individual shift patterns between the hours of 7am-6pm on a rotating shift pattern (core hours 8:30-5pm) with an occasional Saturday shift 8am-12pm

**Essential**
- Customer Service Skills
- Experienced in data entry, telephone techniques, general administrate practices, computer literate
- Can demonstrate empathy
- Strong time management and punctuality

**Desirable**
- Some experience of Helpdesk work
- Experience of complaints handling
- Experience of scheduling
- Experience working within an electrical/plumbing business

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

**Salary**: £10.42 per hour

**Benefits**:

- Referral programme

Schedule:

- Day shift
- Monday to Friday

Work Location: In person



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