Customer Service Representative

Navien UK Ltd is looking to recruit a Customer Service Representative. The candidate will work in a fast-paced environment, communicating with customers and engineers by phone and email to ensure a good standard of customer service.

DETAILS:

• Job Type: Full Time, On-Site.
• Department : Customer Service
• Salary range: Dependant on Experience
• Experience: Entry
• Education:
• Job Location: Guildford Business Park Road , Building 2 , Guildford , England , GU2 8XG , United Kingdom

Job Expectations: Requirements :

• Worked in a call centre environment
• Experience working with Microsoft Office Excel and other MS Programs
• Highly motivated and pro-active
• Customer focused with excellent customer service
• Willing to learn new processes and adapt to changes
• Pay attention to detail
• Must be able to communicate at all levels and be a team member
• Strong Communication and Listening Skills
• Ability to Work as a Team and Individually

What we offer :

• 22 days holiday, rising for long service
• Free on site parking
• Private health care after two full calendar years

Key Responsibilities:

• Handle : all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently
• Manage : the process of raising jobs where customer service level 1 cannot find a service agent to do the job, then the customer service representative level two will source service agent further afield or a Navien Technical Engineer to carry out the work
• Manage : the jobs allocated to service agents to ensure appointments have been booked with customers
• Document : all call information according to standard operating procedures
• Chase : outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice
• Manage : jobs and invoices to close off outstanding work through the process of payments to finance
• Arrange : collection of parts after job with warehouse and engineers
• Arrange : for parts to be ordered ready to be dispatched from warehouse for engineer job orders
• Where : required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in house System (CIC) and Customer service level 1 needs a paper copy sent out
• Support : the company promotions by keeping the data up to date
• Provide : customers with product and service information