Customer Service Advisor

14 hours ago

Altrincham, United Kingdom Walker Fire Ltd Full time

The Customer Services Team provides excellent customer service, support and assistance to our external customers and internal operations team. The Helpdesk Administrator (HA) is a vital part of the team. The HA builds strong relationships with our customers through their ability to respond to customer queries, resolve customer issues and ensure the service they receive from the Operations Team is seamless. Throughout all interactions the HA must maintain a high level of professionalism and present the organisation in the best light possible. The HA works to KPI’s to ensure customer queries are responded to within the agreed Service Level Agreements. All aspects of administration to support smooth processes and all behaviours in support of our values must be evident throughout your employment.

**Role Responsibilities**

Work through the Helpdesk inbox in a timely manner ensuring all queries receive a response
within the agreed departmental response time,
Answer incoming phone calls and provide advice to internal and external customers in relation to:

- pricing and delivery information
- Visit update and Technician journey information
- Provide customers with copy certificates/tickets to support their inspections. Note the

frequency of request, should the customer request all certificates in bulk, note on the system
and advise Line Manager to establish if any charges are due.
Accept jobs on customer portals prior to sending the job to the Planning & Dispatching Division
to who will then forward the job to a Technician
Action change of details requests from customers and amend in the CRM.

Ensure all data entry is consistent, accurate and supports the flow established in the CRM
system.
- Authorised team members must add new customers to the CRM system in support of the take

on procedure. This must include initial do’s and dont’s for new customers.
- Assisting new staff members on troubleshooting and diagnosing problems

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

**Salary**: £21,500.00 per year

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Altrincham, WA15 8SS: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (required)

**Experience**:

- Customer service: 2 years (required)

**Language**:

- English (required)

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