Customer Support Advisor Coventry, England
Job description
Working days
Wednesday, Thursday & Friday
Purpose of role
To offer a premium level of service, while playing a pivotal role in a friendly and dynamic Customer Support team. You will be a driving force to ensure Customer Experience is the central focus and deliver key department KPI’s
Principle duties & responsibilities
· Be committed to delivering exceptional customer service by putting the customer at the heart of everything you do
· Accurately capture and retain data from customers on product enquiries and faults into the company systems, enabling replacements to be issued within agreed department SLA
· Understand people and can effectively manage expectations over the phone and via email and social media
· Provide first line support and advice to customers using FireAngel products
· Achieve department KPI’s targets ensuring the customer service levels we provide are to the correct standard
· Be responsible for attending the correct level of training and be part of the Training Academy process: Ensuring that you stay up to date with all new products, product modifications, processes, and regulations
· Be a part of an evolving team: Challenge the status quo to do things better and offer improvement suggestions
· Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible
Requirements
· 5 GCSEs including English and Mathematics.
· At least 12 months experience in a customer service role (contact centre or face to face).
· Excellent communication skills both written and spoken.
· Competent with computer systems and quick to learn new systems.
General duties & responsibilities
General office duties including but not limited to:
· Working by the company and department standards and procedures
· Performing to meet and exceed the department KPI’s
· Any other tasks as required by your line manager
Customer Support Values
MERIT is at the heart of everything we do:
· Modesty: we go about our business without drama or pretence … we are real, and we are human.
· Enthusiasm: We are vibrant, enthusiastic and passionate about what we do. We believe in our work and have fun doing it.
· Renew ourselves: We aren’t set in our ways. We constructively challenge ourselves and each other to be the best possible version of ourselves. Things change and we need to keep changing too.
· Integrity: We make sure things are done in the right way – what we hold to be true
· Teamwork: We are all individuals who work together to make things better and get things done.
Job Types: Part-time, Temporary contract
Contract length: 6 months
Part-time hours: 22.5 per week
Salary: From £11,419.20 per year
Benefits:
- Cycle to work scheme
- Free parking
- On-site parking
- Wellness programme
Schedule:
- Day shift
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 1 year (required)
Work Location: One location
