Customer Service Advisor

at  GasTech Heating Services Banbury Limited

JOB OVERVIEW:

We are looking for an experienced customer service advisor who is passionate about delivering excellent service, has strong communication skills, knows how to handle inquiries and resolve issues efficiently. The ideal candidate will be proactive in communicating with customers, great attention to detail entering customers’ data, skilled in order processing and payment handling, and capable of ensuring compliance with relevant regulations.
If you thrive in a collaborative environment and are dedicated to enhancing customer satisfaction, we invite you to apply and join our team at Gas Tech Banbury. This role is crucial to our mission of providing an excellent customer service experience.

COMPETENCES & SKILLS:

• Communication Skills: Excellent verbal and written communication skills.
• Problem-Solving Abilities: Strong ability to address and resolve customer issues efficiently.
• Multitasking and Time Management: Ability to manage multiple tasks simultaneously and prioritise effectively in a busy environment.
• Attention to Detail: High level of accuracy in processing orders and handling customer information.
• Proactive Mindset: Proactive approach in communication and follow-ups to ensure customer satisfaction.

EXPERIENCE:

• Previous experience in a customer service role is essential, preferably in a fast-paced environment.
• Demonstrated experience in handling customer inquiries, resolving issues, and providing support via phone and email.
• Familiarity with using CRM systems for processing orders and handling customer data.
• Competent with their knowledge of Oxfordshire Towns and the surrounding areas.

• Develop Product Knowledge: Gain a comprehensive understanding of breakdown and heating service variations, pricing structures, and gas safe regulations to effectively communicate with customers.
• Customer Support: Provide friendly and knowledgeable assistance to customers via phone and email, addressing inquiries, resolving issues, and offering guidance on the correct solution for their heating system.
• Proactive Communication: Confirm appointment and quote details, inform customers of any delays, remind them of upcoming service dates, and offer additional services as needed.
• Issue Resolution: Assist in resolving customer complaints and service issues in a timely manner, collaborating with the engineers to resolve access, damage, or completion issues.
• Order Processing: Accurately quote customers, process orders, and enter customer information into the Management Software, ensuring correct communication to the engineer team.
• Payment Processing: Securely and accurately process customer payments.
• Compliance and Regulations: Ensure customers are aware of and comply with regulations related to their heating systems.