Customer Care Advisor

Based and working within a busy customer care office, you are part of a team that’s sole aim is to provide a superior experience to internal and external customers alike. The role will involve dealing with various types of orders, enquiries, queries, and discrepancies received via all forms of media in professional and timely manner. Working in conjunction with other departments to support and improve the function of the business.



Tasks

• Ensure all orders are processed in a timely manner
• Answer customer Queries
• Have empathy for the customers situation but handle any requests with the best interest of Methven in mind.
• Work accurately and with an eye for detail
• Use all our information and technology systems to analyse the customers and business requirements and report accordingly
• Suggest improvements to how we operate as a department to help improve as a company
• Communicate with and supporting the external sales and specification team daily
• Adhere any reasonable task/request and to the department KPI’s that have been set by the customer care manager/supervisor
• A reasonable amount of overtime to be carried out, as and when requested by the customer care manager/supervisor
• To undertake all training relevant to the role

What Great Looks Like

• Have intimate knowledge of our customers and business needs
• All customer orders, enquiries, complaints are logged, entered, resolved, and processed in a timely and cost-effective manner.
• All tasks to be carried out with the intention of delivering the most effective customer service possible to internal and external contacts
• Communicate clearly, both written and verbally Customer feedback on products and reported faults are reported to the customer care manager/supervisor and the quality department to resolve the issue and to stop future complaints
• Have a polite and pleasant, friendly manner with the ability to handle complaints, even when handling challenging customers. All the while ensuring all queries are handled in a professional and timely manner
• Respond to any reasonable request to satisfy the job description and support the role of their manager in their absence
• A good understanding of our systems and processes
• Extensive product knowledge
• Ensure all departmental procedures are carried out correctly
• Actively participate in company meetings, maintaining a professional conduct and adhering to company protocol always
• Adhere to all company policies, procedures and values ensuring compliance with all delegated authority guidelines
• A reasonable amount of overtime to be carried out, as and when requested by manager/supervisor.

Desirable experience, skills, and behaviours

• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications such as Microsoft office
• Ability to type well
• Knowledge of administrative procedures
• Knowledge of working with products
• Good interpersonal skills
• Strong communication verbal and written
• Excellent listening skills
• Problem analysis and problem-solving with a good attention to details and accuracy
• Data collection and ordering
• Adaptable with good level of stress tolerance