OutThere RPO are excited to support one of our clients with the recruitment of a Customer Support Advisor based in Andover.

What will I be doing as a Customer Support Advisor?

In this position, you’ll be the go-to expert, providing VIP service to customers whether it be meeting and greeting at the workshop, or finding resolutions to queries via email and phone. Our client are looking for someone with a high level of technical and mechanical knowledge in order to turn customers into raving fans of their products!

Key Responsibilities:

• Taking initial calls and emails from customers, raising tickets, diagnosing the problems and troubleshooting over the phone.
• Resolving queries within 30 minutes of a call and updating the customer with current situation and proposed resolution.
• Raising estimations on chargeable work in view of customer approval.
• Liaising with workshops or service partners to follow through with works.
• Upselling to customers where additional chargeable work is identified on a machine.
• Building a rapport with customers returning their machines for maintenance and providing transparent information as to what work has been done.
• Making commercial decisions based on the level of customer you are dealing with in any particular situation, in line with a vision for excellence.
• Consistently offering an exceptional level of service to customers, going over and above to make their experience a good one.
• Dealing with service related requests that come through from other departments in an efficient and effective manner.
• Carrying out project work as required such as recall’s or service promotions.

Requirements

• Extensive mechanical knowledge.
• Experience delivering exceptional customer service.
• Highly organised and efficient individual with the ability to see projects and tasks through to completion.
• A patient but persistent individual who earns respect through excellent and thorough work.
• A positive thinker who can solve problems and contribute to a vibrant and enthusiastic work environment.
• Attention to detail and a hardworking attitude.
• Strong communication and negotiation skills.
• Ability to multitask.

Benefits

• Company pension
• On-site parking
• Employee Assistance Scheme

We do not accept CVs from recruitment agencies. All submissions must come directly from candidates.