Technical Customer Service Advisor

Job Ref: 158430
Sector: Customer Service
Job Type: Permanent
Date Added: 05 September 2018
  • Exeter, Devon, England
  • £26,000 - £28,000 per Annum
    ANNUM
  • Tate
  • 01392 432861

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Tate are working with a client located in Sowton, Exeter. This is a permanent position based in the clients head office. Working Monday to Friday, 9:00am to 5:30pm. Salary: up to £28,000

Roles & Responsibilities

Reporting directly to the Technical Customer Services Manager. The purpose of this role is to take all customer and retailer calls of a technical nature and provide them with the correct technical advice. This role requires the skill to resolve customer's issues in a swift, successful and diplomatic manner regardless of the circumstances. A knowledge of heating appliances of all fuel types, their installation and servicing is highly advantageous for this role.

CERTIFICATION:

The Technical Customer Service Advisor role will greatly benefit from having one or more of the following training elements to carry out the work:

Gas Safe Certification

CCN1 - Domestic Core Gas Safety HTR1 - Gas Fires & Wall Heaters CONGLP1 - LPG Changeover CPA1 - Combustion Analysis

HETAS Certification

Hetas H002 (Solid fuel regulations and Standards) Hetas H003 (Dry Appliance Installer) Hetas H004 (Wet Appliance installer) Hetas H006 (Internal twin wall chimney system installer) Part P Electrical Safety

Suitable experience within the heating industry will also be taken into account for applicants without the essential qualifications.

THE ROLE:

  • To resolve technical issues raised by our clients customers, end users and members of the general public.
  • To handle calls, faxes and email enquiries and issues covering all aspects of installation, building regulations, operations and safety on any of our products.
  • To be an ambassador for our client, increasing their customer satisfaction with their products and service.
  • Filter and monitor the accuracy of all complaint data entry.
  • To be at all times smart and courteous whilst carrying out this important task in a professional manner.
  • To carry out fault finding analysis over the phone with retailers and end users to resolve the issue.
  • To document and report on all calls and problems identified and to log onto the company CRM system.
  • To ensure that any information provided is accurate, appropriate and in accordance with all the relevant regulations for installation and use.

PERSON SPECIFICATION:

  • Excellent verbal communication skills over the telephone, written communication through either e-mail or letter.
  • Proactive approach to keeping records and reports up to date.
  • Diplomatic nature to ensure company policy is followed and customers are left satisfied.
  • Knowledge of software program's including email and Word and a propensity to learn new programs such as our CRM system.
  • Must be able to work as part of a team and provide excellent customer service assistance.

BENEFITS PACKAGE:

  • Competitive Salary
  • 24 days holiday, increasing to 27 days based on yearly service, plus bank holidays.
  • Pension Scheme
  • Free Eye Test
  • Life Assurance
  • Child Care Vouchers
  • Cycle to Work Scheme
  • Staff Discount
  • Flexi Time (if applicable)
  • Staff Recommendation Scheme
  • Free Parking

TYPICAL WORKING HOURS:

09:00 - 17:30 (Mon - Fri)

Tate is acting as an Employment Agency in relation to this vacancy.

Tate
05/10/2018 14:37:47
GBP 26000.00 26000.00.