Technical Customer Service Executive

An exciting opportunity has arisen for a Technical Customer Service Executive working within our client supplying distinctive and luxury bathroom products. This role is based at their facility in Dartford. This is a full-time role, working 8.30am to 5.30 pm Monday to Friday, working a 40-hour week. This role starts at £18,500 per Annum going up to £19,000 after passing a 6 month's probation period with further training the pay could rise to £22,000. This role also offers 21 day's holidays plus Bank Holidays and pension scheme enrolment.

Brief summary of duties

Consistently provide high levels of customer service and investigate technical issues for a range of customers via email and telephone. Your tasks will include placing orders, data input for our retailers, effective complaint resolution and other customer service and technical related issues. You will be expected to proactively keep our customers informed of any issues/updates and ensuring these are rectified where possible to the customer's satisfaction. Working with a comprehensive and thorough understanding of process and procedure with the ability to locate appropriate resources.

Responsibilities

• Build effective, long term relations with our Customers through the ability to build rapport, use appropriate soft skills and provide high levels of service delivery, understanding of the Customers issue/query and problem resolution.
• Proactively, creatively and effectively manage customer complaints ensuring they are resolved in the most timely, cost effective, empathetic and appropriate manner.
• Have exceptional time management skills with the ability to prioritise tasks in order of urgency. This should result in a high level of productivity whilst also working to achieve your own, your Team's and department's objectives.
• Understanding of processes and procedures to minimise input error and ensure good customer service is given.
• Work well in a Team environment by proactively monitoring the stats on the wall board and by contributing to Team activity to ensure all calls/emails are answered promptly.
• Develop high levels of product knowledge in order to answer questions relating to our bathroom ranges and be proactive in expanding your knowledge to answer/provide a solution to Customer queries; with the ability to contribute to our Team knowledge base.
• Be willing and able to take on a range of administrative duties when required.
• Accurate and timely input of customer orders via SAGE CRM system.
• Be open to learning new skills which will help within your Team and give you the ability to work across other Teams when needed.
• Any other duties consistent in nature with those outlined above.

Skills and experience

• Experience within a Customer Service environment would be beneficial.
• Experience working in a Service Desk environment would be beneficial.
• An ability to be able to understand technical drawings and instructions is a necessity.
• Excellent communication skills (written and verbal) with confidence at communicating at all levels.
• An ability to assess a Customer's level of understanding on a Technical issue and explain the resolution/next steps accordingly to enable understanding.
• Ability to influence others to gain consensus on improving a process or service.
• Self-motivated with a proactive approach and demonstrates a 'can do' attitude.
• Ability to focus on solutions rather than problems by using analytical and good problem-solving skills.
• Expresses passion and enthusiasm within the role with continuous desire to find new solutions to complex issues.
• Ability to achieve and drive results from yourself and the Team.
• Proven track record on meeting KPIs and delivering quality as a first priority.
• Quick to adapt and learn new skills.
• Strong MS Office skills.
• Previous experience in a Technical Support environment is required.
• Minimum Grade C achieved in GCSE (or equivalent) English and Maths is required.