Customer Service Advisor

5 days ago

Norwich, United Kingdom Sharp IT Services Full time

New opportunity for a **Customer Service Advisor **to join the friendly team at the Snetterton office in Norfolk.

Working hours are Monday to Friday 8.30- 5.00 or 9.00-5.30 - flexibility needed at times.

A car is essential for getting to the office, and we have parking on site.

**Responsibilities**:

- First line contact in responding to customer requests/queries and complaints in an efficient and professional manner.
- Processing requests for consumables and recycling boxes.
- Logging engineer visits or helpdesk telephone support calls
- Triaging calls using our fault finder app, where possible offering remote assistance to solve the issue rather than allocating to engineer or helpdesk.
- Where appropriate pass requests for consumables/engineer visits to sub-contractors, liaising and following up until call completion, keeping notes on our system up to date and keeping customers updated.
- Investigating order discrepancies, such as undelivered orders/parts to ensure accurate billing and dispatch.
- Escalating customer issues with management when the need arises.
- Staying up to date regarding company’s products, services, and policies by attending training sessions both online and in person
- Ensuring that you accurately comprehend customer’s requests and issues by confirming and clarifying information. Keeping the in-house system updated.
- Maintaining accurate customer records in a customer management system and completing call notes and records where needed

**Person Specification**
- Proven customer service/customer support experience.
- Strong analytical and problem-solving skills to correctly identify issues and determine the most effective solutions.
- Stamina to handle high volumes of calls and consistently provide excellent service.
- Good demonstrable literacy skills, written and oral.
- Highly organised with great attention to detail
- Proactive and flexible with the ability to work on own initiative.
- Proficient in Outlook and Word.
- Basic understanding of Excel/SAP would be advantageous.

**About Sharp Business Systems UK Plc**

As part of the globally recognised and trusted Sharp Corporation, we are at the forefront of technical innovation ensuring that we can fulfil all printing and copying requirements.

Our current portfolio of hardware products ranges from space-saving MFPs through to exceptionally versatile high-speed production print systems. We also supply a wide range of software solutions, which combines with our premium level service support to offer our customers a powerful Managed Print Service (MPS). Our IT Services support organisations of all sizes in building and maintaining a reliable and resilient IT infrastructure.

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

**Benefits**:

- Additional leave
- Company pension
- Employee discount
- Life insurance
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Norwich, NR16 2JU: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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