Customer Support Call Handler

Location: Dartford, Kent

Salary: £14,500 OTE £19,500

Permanent

Sector: Commercial

Job Reference: LA726679



Our client, a leading UK Business Solutions Operator based in Dartford is urgently recruiting for a Customer Support Call Handler to work on a permanent basis.

Purpose of Job

* To take control of all calls into centre
* Answer and clear faults by phone diagnostics where possible
* To process and reply to Emails received into customer support
* To organise and follow up on my mail replacements
* Improve Customer Satisfaction

Accountable For

* Quick and efficient handling of calls
* To record codes for telephone analysis
* To ensure all processes are adhered to, including faulty ink, chargeable & replacement process
* Call avoidance performance
* Replacement Product & Spare parts handling and managing customer expectations
* Completing all call backs for spare parts, replacements & Call Avoidance
* Emails - replying to customers
* Customer Satisfaction (CRM)

Main Tasks

1 To respond to the telephone in an efficient and professional manner
2 To record codes on telephone system for analysis calls into centre
3 To ensure customers are given the highest level of service, answering all questions professional and in an informative way
4 Check on service computer that customer has fully comprehensive contract. If not, try and convert to one
5 To respond to customer emails within 2 hours of receipt
6 To organise and follow up on my mail Replacements and spare part requests
7 To return customers calls when requested
8 Use of call avoidance techniques to ensure minimum level of engineer call-out replacements (targets to be met)
9 To achieve variable targets set
10 Ensure all processes are adhered to, where chargeable details need to be verbally confirmed
11 Co-operate with internal and external customers
12 Improve and continue to improve customer satisfaction
13 To complete contract uplifts within the specified time frame
14 Other duties as defined from time to time by management

Due to the high response received for some vacancies, we regret that we are sometimes unable to reply to all applicants. If you have not been contacted within 7 days, please assume that your application has been unsuccessful on this occasion. However, we will keep your details and notify you of any other opportunities.

Please note, you will be asked to provide your eligibility to work in the UK.

For more information on this position, please contact Ellie Beeson or Lisa Attawia at Adore Recruitment.

Adore Commercial is part of the Adore Recruitment group and specialises in commercial recruitment across the UK. Some of our key sectors include Office/Admin, Accounts, Customer Service/Call Centre, Shipping/Logistics and B2C Sales. We are acting as an employment business/agency.