Service and Repair Advisor

Overview

Assist service & repair team by handling customer enquiries via phone, email and chat.

Key Responsibilities

• technical support
• process adaptation
• customer enquiries
• system updates
• boxt admin
• compliance

Tasks

-Help resolve issues and troubleshoot technical problems, where necessary escalate to a technical expert. -Ensure processes are adapted where customers may require additional support for special circumstances delivering a caring and compassionate service. -Answer any customer enquiries via telephone, email, or Intercom (Live chat) in line with business policies and processes. -Update all inhouse systems and excel documentation as and when required. -Provide customers with accurate information about products and services ensuring a good customer outcome. -Handle and manage through to a satisfactory resolution any emails from the Service and Repair inboxes. -Update BOXT admin platform regularly to ensure all information is being recorded correctly for each job. -Provide administrative support to other managers in various departments if required. -Adhere to all relevant legislation, manufacturing regulations and company policies and procedures. -Ensure that all customers receive accurate and timely support that is relevant to their circumstances.

Requirements

• it literate
• gcse english
• gcse maths
• customer service
• active listening
• initiative

What You Bring

-Experience of working in a fast paced, vibrant and at times pressured environment. -Active listening skills. -12 months plus experience working in a Customer Service Role or similar, with excellent verbal communication skills. -Experience in delivering a right first-time good outcome for a customer. -Confidence in working on your own initiative as well as within a team environment. -Understanding of a positive customer experience. -IT Literate. -Familiar with owning a customer enquiry/complaint through to resolution. -GCSE (Or equivalent) Maths and English, with a good command of English for accuracy in written communication.

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Benefits

-After probationary period -Company pension -Enhanced Family Friendly Benefits -Private medical cover* -Free tea, coffee, fruit, and breakfast -Death in service benefit -30 days of annual leave (plus bank holidays) -Ongoing training and development opportunities -Modern offices

About boxt

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