Technical Customer Services Advisor

Salary: £23,000 per annum

Type: 12 month Fixed term contract, Full time (08.45-17.00, Mon-Fri)

Location: Northampton, Weston Favell

POSITION SUMMARY

Our Technical Customer Services advisors are responsible for delivering excellent customer service, whilst maintaining and building business relationships with new and existing customers. Acting as ambassadors for our business.

KEY RESPONSIBILITIES

• Manage and operate Customer specific portals and breakdown reporting systems.

• Respond to customer calls and emails.

• Provide excellent technical customer service.

• Use fault-diagnosis & remote guidance to resolve customer breakdowns over the telephone or provide the engineering team with all relevant and accurate details required to complete the necessary work on the first visit.

• Manage own workflow.

• Ensured the timely and effective flow of work through the TCS department.

• Ensure telephones are answered within set targets and inbound emails are distributed or dealt with within set targets.

• Manage Customer Complaints, log, and progress customer complaints through to completion, coordinating with other departments where necessary, and feedback to relevant parties ensuring customer satisfaction throughout. Identify and resolve root cause of issues and errors to prevent re-occurrence.

• Create service requests, creating notifications and service orders for processing by the planners. Ensure master data is correct to eliminate risk of errors and credits.

• Use fault diagnosis training to record accurate and relevant information for engineering team and record any details relevant to planning.

• Self-improvement, create and complete a development plan with TCS Manager to drive self-improvement.

• Assist with other areas of the business as required, providing cover where necessary.

• To be responsible for the safe working of self and others, by ensuring adherence to company Health & Safety policies.

KNOWLEDGE, EXPERIENCE & SKILLS REQUIRED

• Experience or working knowledge of the following systems would be beneficial SAP.

• A good basic understanding of Word, Excel and Outlook and keyboard skills.

• Excellent organization and communication skills.

• The ability to work under pressure and to meet deadlines.

• Excellent critical thinking skills and telephone manner

• Previous tele sales and/or customer services experience desirable but not essential

• A keen eye for detail

BENEFITS PACKAGE

• Annual leave: 25 days (increases with length of service) 

• Accident & Life Insurance: 1 x annual salary to 4 x annual salary (Linked to Employee Pension contribution %) 

• Enhanced Maternity and Paternity Pay 

• Employer contribution to pension insurance (Employee 3% & Employer 5% or Employee 4% & Employer 6%)

• Cycle to Work Scheme

• PerkBox: Employee Discount and Wellbeing Platform

Diversey a Solenis Company

We are relentlessly pursuing our purpose to go beyond clean to take care of what is precious. In today’s world of increasing resource scarcity – including water, energy, materials, and labour – we need to achieve more with less for the well-being of today’s generations and for future generations.

We stand behind every committed leader and employee of our customers, across all levels of the organisation. We stand with the buyer, the chef, the building service contractor, the food processing manager, the nurse, the doctor, dairy processor, the hotel cleaner, head teacher, the store manager and many more who understand that hygiene and infection prevention are imperative to their business, their customers, their reputation, and the environment.

Our determination to take care of the precious resources on our planet and our genuine care for our people, customers, and the environment set us apart. Over the course of 100 years, we have continued to refine our suite of solutions, which combines patented chemicals, dosing and dispensing equipment, cleaning machines, services, and digital analysis.

*Note: Offer of employment will remain provisional until we have received the following which are satisfactory to us: confirmation of your right to work in the UK; Drivers Licence and Disclosure and Barring check (where applicable).