Customer Service Advisor

at  Sharp

Company Name:
Sharp Business Systems UK PLC
Location:
West Bromwich
Advert Closing Date:
Job Number:
JO-2407-2286
Work Type:
Permanent / Full Time
New opportunity for a Customer Service Advisor to join the friendly team at our West Bromwich office
Our Customer Service Advisors work as the first line contact for our internal and external customers and clients. They handle call, emails and internet requests, and deal with general enquiries, resolving or directing accordingly.
We will give you all the product and system training you will need but as this is a fast-paced role where you have to think on your feet it is essential that you have previous experience working in a customer service focused role and have good administration and diary management skills. The successful candidate will have great attention to detail and the ability to problem solve when needed. Individuals from retail/hospitality/office environments will all be considered.
Working hours are Monday to Friday 8.30- 5.00 or 9.00-5.30 - flexibility needed at times.
A car is ideal for getting to the office, and we have parking on site.

Responsibilities:

• First line contact in responding to customer requests/queries and complaints in an efficient and professional manner.
• Processing requests for consumables and recycling boxes.
• Logging engineer visits or helpdesk telephone support calls
• Triaging calls using our fault finder app, where possible offering remote assistance to solve the issue rather than allocating to engineer or helpdesk.
• Where appropriate pass requests for consumables/engineer visits to sub-contractors, liaising and following up until call completion, keeping notes on our system up to date and keeping customers updated.
• Investigating order discrepancies, such as undelivered orders/parts to ensure accurate billing and dispatch.
• Escalating customer issues with management when the need arises.
• Staying up to date regarding company’s products, services, and policies by attending training sessions both online and in person
• Ensuring that you accurately comprehend customer’s requests and issues by confirming and clarifying information. Keeping the in-house system updated.
• Maintaining accurate customer records in a customer management system and completing call notes and records where needed

Person Specification

• Proven customer service/customer support experience and looking to work in an office environment.
• Strong analytical and problem-solving skills to correctly identify issues and determine the most effective solutions.
• Stamina to handle high volumes of calls and consistently provide excellent service.
• Good demonstrable literacy skills, written and oral.
• Highly organised with great attention to detail
• Proactive and flexible with the ability to work on own initiative.
• Proficient in Outlook and Word.
• Basic understanding of Excel/SAP would be advantageous.

• First line contact in responding to customer requests/queries and complaints in an efficient and professional manner.
• Processing requests for consumables and recycling boxes.
• Logging engineer visits or helpdesk telephone support calls
• Triaging calls using our fault finder app, where possible offering remote assistance to solve the issue rather than allocating to engineer or helpdesk.
• Where appropriate pass requests for consumables/engineer visits to sub-contractors, liaising and following up until call completion, keeping notes on our system up to date and keeping customers updated.
• Investigating order discrepancies, such as undelivered orders/parts to ensure accurate billing and dispatch.
• Escalating customer issues with management when the need arises.
• Staying up to date regarding company’s products, services, and policies by attending training sessions both online and in person
• Ensuring that you accurately comprehend customer’s requests and issues by confirming and clarifying information. Keeping the in-house system updated.
• Maintaining accurate customer records in a customer management system and completing call notes and records where neede