We’re recruiting for an experienced Service Support Advisor to deliver ‘best in class’ customer service for our client based in Milton Keynes.
As an advisor within the service division, you will liaise with colleagues such as Account Coordinators, Service Call Planners, and approximately 90 field-based Service Technicians. You will also collaborate with internal colleagues within the other departments such as Spares, Sales, and Accounts to resolve customer issues.
Customer Service
•Respond to customer calls & emails (approx.. 30 per day) with an emphasis on inbound customer queries.
•Log calls and update customers with ETA’s/completion of the call.
•Provide pricing upon request
•Communicate with customers about their repair calls – advising of any delays/ job status
•Investigate and resolve customer complaints, quickly and patiently to achieve ‘best in class’ customer experience.
Field Support
•Provide Service Technicians with further information as required (access times, spend limits etc.)
•Support Business Development Managers
Service Administration
•Produce customer quotations and parts orders upon approval
•Track warehouse orders to coordinate delivery with technician schedule
•Maintain accurate customer information on SAP (address, contact details, access times etc.)
Essential skills, knowledge, and experience:
•Excellent telephone manner, able to remain calm under pressure and to deal with demanding customers.
•Methodical and organised
•Able to manage time and work under pressure to tight deadlines
•Able to manage the demands of numerous tasks.
•Team player and problem solver
Desirable skills, knowledge, and experience:
•Working knowledge of SAP and/or CRM software
•Experience from within the catering industry
•A B2B and/or SME background would prove a distinct advantage
Aptitude & Attitude:
•Methodical and organised
•Able to manage time and work under pressure to tight deadlines
•Able to manage the demands of numerous tasks
•Team player
•Excellent telephone manner, able to remain calm under pressure
•Self-motivated
Hours:
•37.5 hours per week (Some Working from Home)
•Shifts varying between 08:00 – 18:00 + Weekend cover as required (on a rota)
Benefits include:
•Competitive Salary
•Contributory Pension
•Life assurance
•24 days annual leave plus bank holidays
•Employee Assistance Programme
•Seasonal Flu Voucher
•Staff Perks & Savings Scheme
•Free Parking
•Free Tea and Coffee
•Dress Down Days
•Staff Events
If you’re looking for a new opportunity and feel you would be the perfect fit for this role, please do click Apply Now, we’d love to hear from you!