Job Overview
We are seeking a dedicated and personable Customer Service Representative to join our team. The successful candidate will be responsible for providing exceptional support to our clients, handling inquiries efficiently, booking jobs for our engineers, and ensuring a positive customer experience. The candidate will work in a fast-paced environment, communicating with customers and engineers by phone and email to ensure a good standard of customer service.
Responsibilities / Duties
· Handle all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently
· Manage process of raising jobs where customer service level 1 cannot find a service agent to do the job, then the customer service representative level two will source service agent further afield or a Navien Technical Engineer to carry out the work
· Manage the jobs allocated to service agents to ensure appointments have been booked with customers
· Document all call information according to standard operating procedures
· Chase outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice
· Manage jobs and invoices to close off outstanding work through the process of payments to finance
· Arrange collection of parts after job with warehouse and engineers
· Arrange for parts to be ordered ready to be dispatched from warehouse for engineer job orders
· Where required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in house System (CIC) and Customer service level 1 needs a paper copy sent out
· Support the company promotions by keeping the data up to date
· Provide customers with product and service information
· + other ad hoc duties
Skills/ Experience
· Worked in a call centre environment
· Experience working with Microsoft Office Excel and other MS Programs
· Highly motivated and pro-active
· Customer focused with excellent customer service
· Strong organisation skills
· Willing to learn new processes and adapt to changes
· Pay attention to detail
· Must be able to communicate at all levels and be a team member
· Strong Communication and Listening Skills
· Ability to Work as a Team and Individually
22 days holiday, rising for long service
8 hour day (40 hrs/week) 08:00 – 16:30 (30 minutes lunch)
Important: We ask that all information provided during the recruitment process is accurate and truthful. Any offer of employment may be withdrawn if false or misleading information is identified.
By applying for this role, your personal information will be processed in accordance with Navien UK's Recruitment Privacy Notice, available on our website.
Pay: £25,000.00-£28,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
- Sick pay
Application question(s):
- Do you have right to work in the UK?
- Do you currently need or will you in the future need a visa sponsorship?
- What is your current salary?
- Do you consider yourself disabled and/or would require any adjustment for your interview?
- Do you have any over the phone customer service experience?
Work Location: In person
