Technical Customer Services Advisor

at  Solenis

Technical Customer Services Advisor
Salary: £23,000 per annum
Type: 12 month Fixed term contract, Full time (08.45-17.00, Mon-Fri)
Location: Northampton, Weston Favell

POSITION SUMMARY

Our Technical Customer Services advisors are responsible for delivering excellent customer service, whilst maintaining and building business relationships with new and existing customers. Acting as ambassadors for our business.

KNOWLEDGE, EXPERIENCE & SKILLS REQUIRED

• Experience or working knowledge of the following systems would be beneficial SAP.
• A good basic understanding of Word, Excel and Outlook and keyboard skills.
• Excellent organization and communication skills.
• The ability to work under pressure and to meet deadlines.
• Excellent critical thinking skills and telephone manner
• Previous tele sales and/or customer services experience desirable but not essential
• A keen eye for detail

• Manage and operate Customer specific portals and breakdown reporting systems.
• Respond to customer calls and emails.
• Provide excellent technical customer service.
• Use fault-diagnosis & remote guidance to resolve customer breakdowns over the telephone or provide the engineering team with all relevant and accurate details required to complete the necessary work on the first visit.
• Manage own workflow.
• Ensured the timely and effective flow of work through the TCS department.
• Ensure telephones are answered within set targets and inbound emails are distributed or dealt with within set targets.
• Manage Customer Complaints, log, and progress customer complaints through to completion, coordinating with other departments where necessary, and feedback to relevant parties ensuring customer satisfaction throughout. Identify and resolve root cause of issues and errors to prevent re-occurrence.
• Create service requests, creating notifications and service orders for processing by the planners. Ensure master data is correct to eliminate risk of errors and credits.
• Use fault diagnosis training to record accurate and relevant information for engineering team and record any details relevant to planning.
• Self-improvement, create and complete a development plan with TCS Manager to drive self-improvement.
• Assist with other areas of the business as required, providing cover where necessary.
• To be responsible for the safe working of self and others, by ensuring adherence to company Health & Safety policies.