Customer Care Advisor

A superb opportunity has arisen for an organised, motivated customer service specialist to join a global organisation. The company culture is fantastic, and they offer a range of excellent benefits alongside a competitive salary.

In the role, you will be responsible for assisting our customers with product queries, including identification, product codes & compatibility. You will also be responsible for an account base, processing orders and assisting with availability, pricing, and general enquiries.

You will provide high-quality, technically competent advice to customers, providing a triage function to support customers through their warranty, quality, and spares requirements to provide a first-pass resolution wherever possible. You will be able to identify where to elevate more complicated product and aftersales queries when the need arises. These customers' enquiries will be received by phone, email, online, and in future via online chat.

• Initial point of contact for queries coming into the Customer Care Team, with a particular focus on product related queries, including identification, compatibility, product codes and other general queries.
• Fulfilling customer requests for brochures, datasheets and general product information found on the company database.
• Order queries, including pricing, availability, delivery, and order status updates.
• Complete product registrations ensuring all information is captured and recorded accurately.
• Check customer records on the system when interacting with customers to ensure we have the correct details.
• Act as a triage function and be able to identify more complex queries, sending these to the relevant team.
• Be proactive in using all company systems to source an answer for the customer.
• Take full ownership of an account list, ensuring orders are processed to a high degree of accuracy and in a timely manner meeting cut off times and ensuring the customer is aware of delays.
• Liaising with delivery companies to track orders and give accurate information to customers.
• Proactively identify and advise of any issues, identifying solutions or alternative course of action.
• Support the customer with delivery issues relating to missing parts, damaged products, and missing items, by raising investigations.
• Monitor orders, release those blocked and push through to completion.
• Keep accurate records of discussions or correspondence with customers by logging customer queries and complaints via internal systems and following through to completion.
• Process all discrepancies related to logistics, raise concerns and ensure system notifications are triggered.
• Support the smooth running of customer accounts daily, providing end-to-end customer service and supporting the customer journey.
• Maintain excellent communications with customers on query resolution, escalating issues as required to the Customer Care Team Leader.
• Handle multiple queries at any given time via different platforms, such as telephone, ticket-based email system and SAP.
• Drive a customer-focused approach across all activities and ensure the Customer Support Team is a centre of excellence, maintaining outstanding customer service both internally and externally by putting the customer at the heart of everything you do.
• Work closely with both internal teams and external partners to ensure all investigations are dealt with quickly and efficiently.
• Drive and contribute to continuous improvement within the business.