Job Description

Our client who is a world leader in their products and aftersales services and who excel in providing an excellent customer service, is keen to recruit additional team members to support the increased business to also support the ability to deliver the best service to its customers.

In this role you will be working within a contact center environment responding to all types of B2B customer led correspondence so an ability to converse professionally both via verbal and written means is a must!

Duties will include…

• Taking calls & answering emails from our Trade, Retail, Contracting and indirect B2B customers in relation to in and out of warranty claims, presale information or any other queries, provide a resolution or escalating to the appropriate team
• 1st responder for technical queries, via email and telephone calls
• Resolving any query that the customer may have where it be a service request, part & product availability, or safety information, applying technical and logical problem-solving skills to reduce cost of service
• Liaise with Sales Managers, Engineers, logistics and the wider Commercial Team to obtain a satisfactory outcome for both the customer and the business balancing customer expectations and commercial impact
• Build meaningful relationships with our B2B customers so they have a point of contact in the team and continue to promote products & services to increase profit
• Updating the B2B contacts record on a daily basis ensuring that all completed correspondence is recorded accurately and carrying out regular customer account reviews to ensure information is maintained
• Attend customer site meetings as and when required, in order to develop best practice and improve communication with customers and specifiers
• To manage and prioritise own workloads, escalating where appropriate to Team Leaders and Mangers if unmanageable
• To work pro-actively providing feedback required and offer suggestions to improve the overall customer experience
• Handling large volumes of queries (up to 100 per day during peak times)
• Completing Reports & Report Issue – Excel use

Essential Skills and Experience

• Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
• Ability to maintain customer focus whilst troubleshooting and solving technical issues
• Technically minded and pro-active in approach
• Creative thinker, to be able to develop innovative ideas to improve customer service standards
• Ability to work well under pressure

There may be requirement to travel on occasion to other parts of business both within the UK and Ireland – this in not regular and notice will be given

Please note this role is hybrid following the completion of 4 weeks office based training

Working hours

• Monday to Thursday – 08.30 – 17.00 (45 mins unpaid lunch)
• Friday – 08.30 – 16.00 (Earlier 15.00pm finish in summer months)

Hybrid Pattern – SET PATTERN

• Monday and Friday each week home working
• Tuesday, Wednesday, Thursday in office