OHeap Fire and Security specialise in all fire related safety, a company with over 50 years presence and experience.
We have a fantastic opportunity to join our expanding Customer Services Team within our
E-commerce Division based in our Derby HQ office.
The successful candidate will be responsible for delivering exceptional customer service by managing enquiries, processing orders, and providing comprehensive support throughout the customer journey. This role is vital in maintaining our reputation for excellence and ensuring the safety and security of our clients' facilities.
Key responsibilities
- Answer customer enquiries via telephone, email, Live Chat, and website contact forms
- Process and allocate orders through internal software, prioritizing efficiency and cost-effective shipping for the customer.
- Provide tracking updates for dispatched orders and co-ordinate with delivery partners and suppliers for status updates.
- Manage customer complaints and handle claims with suppliers
- Facilitate the returns and repairs procedure, applying relevant fees where applicable, and completing necessary paperwork for the accounts department.
- Provide accurate lead times, suggest product alternatives for back-order items, and relay technical information between suppliers and customers
Key requirements
- Candidates should have professional experience in a high-volume, fast paced customer service or administrative role.
- Must be fully conversant with Microsoft Office and capable of learning internal systems.
- Have strong negotiation skills, excellent communication & interpersonal skills
Working Hours
The standard working week is Monday-Friday: 08.00 - 17.00 hours
Company Benefits:
- Opportunity for further professional development to support your advancement within the Fire & Security profession.
- Company Pension Scheme
At OHEAP Fire & Security we are committed to promoting equality, diversity and inclusion throughout our workforce and we encourage our partners to do the same. This commitment starts with our recruitment and selection process. We welcome applications from candidates of all backgrounds and are committed to creating an environment where everyone feels valued and can achieve their full potential.
Please inform us if you require any reasonable adjustments to enable you to participate fully in the recruitment process.
Job Types: Full-time, Permanent
Pay: £26,000.00-£28,000.00 per year
Benefits:
Ability to commute/relocate:
- Derby DE21 7AZ: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Experience:
- Customer service: 1 year (required)
Location:
- Derby DE21 7AZ (preferred)
Work Location: In person
