Customer Technical Product Support Advisor (After Care)

Customer Technical Product Support Advisor (After Care)

Reporting to: Aftercare Manager

Department: Aftercare

Office location: Cheddar, Somerset **Please Note company is relocating to Bridgwater July 2024 so if you are interested you must have the ability to relocate with the company and work in Bridgewater from July 2024.

Full time, Permanent, DOE £24 - £26K PA

37.5 hours per week, working hours are Mon to Fri, between the hours of 8am to 5pm (8-4.30 or 8.30-5). With 1-hour breaks per day.

Hybrid working, 2 days home working and 3 days in the office *Candidates must be able to work full time in the office whilst training.

We are currently recruiting for a Customer Technical Product Support Advisor (After Care) to join a well-established British Retail Manufacturing business who provides high quality products, fittings, and accessories across the globe. The company is currently based in Cheddar, North Somerset. However, this company is relocating to Bridgwater, Somerset from July 2024.

My client offer a fantastic friendly office setting and invest a lot in the training and development of their teams. Training is continuous in an ever-changing environment.

Job Purpose:

The Product Support Advisors play a critical role providing service excellence to our clients B2B and B2C customers.

This role is a Customer service role within the aftercare department which provides support to their customers after purchase, with the after care of their products. Through a positive approach, you will troubleshoot/diagnose a cause of an issue over phone and emails and problem solve any queries whilst working with a strong sense of urgency and a high degree of accuracy.

Role responsibilities:

* Troubleshooting/diagnosing a cause of an issue over phone/email

* Respond in a professional, polite, and timely manner to all product related queries coming from all channels (email, phone, social media, etc…)

* Take ownership of the full query cycle using the ERP system, to include:

* Provide accurate product information, fitting advice, maintenance, etc…

* Monitoring order status

* As and when appropriate, create replacement/ spares orders.

* Liaising with engineers, couriers to obtain resolution/delivery status.

* Communicating any issues/delays to our customers

* Following up on any queries/ investigation and resolutions

* Keep track of outstanding queries and to keep customers updated at all times.

* Complaint management and escalate as and when required.

* Learn and adhere to all Company procedures and requirements.

* Keep up to date with the products, Terms & Conditions, Trading Standard, and the Customers’ Contract Agreements, including returns and product warranties.

* Work closely with the Customer Care, external Sales, Quality and Engineering teams and provide support, training, and guidance where appropriate.

* Identify opportunities to improve service and feedback on potential challenges and root cause analysis.

* Adhere to department SLAs.

* Any other tasks and projects requested by your manager.

Skills & Experience

* Customer Service experience

* Excellent verbal and written communication skills and Competent in Microsoft Office

* Polite, friendly, and professional

* Have high levels of empathy.

* Attention to detail and Organisation skills.

* Ability to look for continuous improvements.

* Strong team player

* Ability to build rapport via phone, chat, email.

* Flexibility/adaptability managing multiple tasks.

* Problem-solving and analytical skills

* Positive can-do attitude

Riverside Recruitment are acting as an employment agency in relation to this vacancy