Together with our client based on the outskirts of Cambridge we are looking for two Customer Support Advisors to join their growing team. One position is permanent and full time, the other is full time and initially on a 12 month FTC for maternity cover, although as they are in a growth phase this could become a permanent position too!
This role forms part of their central customer support team which is the hub of the business. It requires an individual that can multi task, deal with a high volume of work in an effective but accurate manner and one who can provide excellent customer care at all times.
This is a busy function that deals with all customer orders, customer quotations, customer queries and customer complaints via telephone, e-mail and on-line chats. It requires an understanding that “the more we can do now” and “deliver today”, the better our customers will feel. Tomorrow is too late.
The objective would be to have:
- All orders accurately added to SAP same day
- All quote requests completed for Export and Service as required
- All calls answered within 3 rings
- All web chats answered quickly
- All queries and complaints dealt with the same day they arrive
Key tasks
- · Monitor the Ticketing System as required and as per the rota
- · Administer customer orders on the SAP business system including web order verification. These must be done so with extra care on accuracy (right parts, right quantity, right account, right prices)
- · Be aware at all times on the implications on orders of claim backs or VAT exemptions
- · Actively seek to solve “unapproved orders” by chasing payments
- · Send pro-forma invoices for payment
- · Resolve customer queries and complaints and log the details on the SAP business system
- · Chase deliveries from suppliers when required
- · Liaise with our freight forwarders to confirm delivery of goods
- · Provide support to the field sales team as required
- · Answer and respond to telephone calls within the set targets
- · Assist customers by getting them the right help they need (technical, service etc) Key Tasks (other)
- · Administer the service maintenance contracts using the instruction guides
- · Help customers choose the right product or right group of products to buy
- · Seek feedback from accounts to see what errors might be being made so that they can be corrected
- · Look for ways in which our customer support team can improve itself or where changes might be needed to make the job easier or more accurate
- · Create supplier purchase orders when required
- · Work with the Sales and Service Director on specific projects as and when requested
- · Create how to process guides for elements of the customer support role as required
- · Facilitate the export orders from receipt to despatch
Knowledge/Experience/Ability
- · Ability to multitask
- · Excellent telephone manner
- · A customer service background in any customer facing environment
- · A team player
- · Self-motivated
- · A s
cientific background would help but is not essential
Monday to Friday
37.5 hours per week
Hours between 0830 and 530 each day
Interested? Apply with your CV and we will be in touch
INDCMB