Vacancy details

UK | Edinburgh
Description

Customer service advisor

This is an exciting opportunity for someone with experience in Customer Service. The position is with an American Tech company based in Boston, who have recently launched in the UK and want to welcome a new member to their growing team. We’re looking for a customer-oriented service representative to join our team and help to establish our brand here in the UK and assist customers in an inbound/outbound contact centre. 

Responsibilities and End Results: 

  • Identify customer’s needs and potential opportunities, converting these into sales.
  • Providing general product information.
  • Dealing with enquiries related to the client’s product range, whilst providing a high standard of service to the client’s customer base.
  • To respond to all customer enquires within given timescales, efficiently and effectively.
  • To develop and maintain a full technical knowledge of client products and services.
  • To deal with all correspondence as requested/required.
  • Logging of all calls accurately, in line with procedure and processing orders. 

Planning and Organising

  • On a daily basis post holder will have to organise their administration and data inputting to ensure accurate information is held.

Decision Making 

  • Post holders will have to advise customers of the most appropriate options / solution.
  • Post holders will have to use their own initiative to decide if a problem / query should be escalated.

Supervision

  • Minimum supervision is required but is readily available.
  • On a daily basis calls are monitored to provide information relating to the individuals performance.

Communication

  • With customers of the client who have enquires regarding their product.
  • With the team for advice and consultation.
  • Supervisor to pass on information regarding a customer

Experience, Knowledge and Skill Required:

Full details of both pre and post training minimum skills are held within the department. Pre-recruitment experience, knowledge and skills required are:

  • Previous measurable sales experience with customer service skills.
  • Good organisational skills.
  • Strong phone contact handling skills and active listening 
  • Team player - must be able to follow instructions, accept and apply feedback 
  • Strong problem solving skills 
  • A working knowledge of MS Word / Excel
  • Excellent communication skills and the ability to remain calm in all situations.
  • Ability to work on own initiative and under pressure in order to achieve deadlines.

A customer service representative (CSR) will provide product and service information to potential customers and resolve any problems that existing customers may face involving their security system with accuracy and efficiency.     

We’re looking for CSRs that are genuinely excited to help our customers. We’re looking for someone who is patient, empathetic and a good communicator. Our customer feedback is very important to us, so we’re looking for CSRs that can put themselves in the customer's shoes and advocate for them when necessary.       

We’re looking for someone who is confident at problem solving, which is important when troubleshooting for our customer’s systems.       

Our aim is to ensure excellent service standards, respond efficiently to customer enquiries and maintain high customer satisfaction.

Working hours: Mon-Fri  12:30-21:00 and weekedns 09:00-17:30