Customer Service Advisor

1 week ago

Ipswich, United Kingdom Ardent Hire Solutions Full time

**One of the many reasons we are the UK’s premier hire company is our focus on our people as they ultimately make the difference in our service to our customers.**

The Customer Care Expert takes calls from existing customers, answering, and reacting to time sensitive breakdowns, service questions and general hire enquiries processing them on the system and providing an excellent customer service at all times.

**Key Tasks & Responsibilities**:

- Answer a minimum of 40 calls a day alongside any other incoming calls.
- Log breakdown calls accurately and with the correct status.
- Ensure all jobs logged receive an ETA.
- Provide accurate and valid information to the customer.
- Liaise with mobile fitters and third-party engineers to minimise site delays.
- Liaise with customers, depots, mobile fitters and 3rd party suppliers.
- Perform ad-hoc tasks when required.
- Escalating any issues with depots or suppliers to the Escalations Manager
- Liaise with mobile controller on site ETA’s.
- Chase third party ETAs
- Provide asset information when required for clients
- Solve customer queries with the best possible solution first time round
- Manage customer accounts and maintain customer relationship
- Process orders on the booking system
- Liaise with clients, depots and business development managers to ensure customer satisfaction
- Work within relevant pricing and transport matrixes
- Good spoken and written English (minimum Grade C GCSE English Language is required)
- Excellent negotiation & organisational skills
- Excellent communication skills via all channels
- Exceptional team player
- Use of MS Excel and Office is essential
- Excellent customer service skills
- Confident and flexible attitude
- Ability to work to the highest level under pressure.
- Ability to manage own workload and multitask during busy periods.
- Previous customer service experience
- Prior knowledge of a plant hire industry

**Benefits**:

- Additional leave
- Cycle to work scheme
- Life insurance
- On-site parking
- Referral programme
- Store discounts
- Wellness programmes

Schedule:

- Monday to Friday

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