Senior Customer Support Advisor

What will you do? Make an impact!

Main purpose of job: 
Our customer support team members actively improve our culture of customer delivery and take responsibility for making our department a great place to work. The happiness of our team is a Key Performance Indicator. This role is expected to understand the customer requirements across both our Healthcare and Industrial teams as well as manage a set of accounts.

As a Senior Customer Support Advisor, you will have a passion for customers and get a buzz from providing outstanding support throughout the inquiry to the billing process, from the order creation to recording inquiries and communication change to all teams. This means ensuring excellent communication with our Sales, Operations, and Finance teams, and keeping the customer always informed. You will fulfill sales orders, complete NCRs, invoice queries, and record complaints accurately and in a timely way for customers on our SAP system. Using problem-solving skills to look for ways to continuously improve our departmental standards, employee engagement, and customer journey

As a Senior Customer Support Advisor, you will work with the management team to provide training and guidance to ensure an efficient and seamless experience for our colleagues and customers. Handling escalated complaints in a professional manner and identifying opportunities for process improvements that positively impact the customer’s experience. 
 

Do you have what it takes?

1.    Experience of being responsible for customer, sales, and operations order fulfilment?
2.    Achieving all customer Service Level agreements and business Key Performance Indicators?
3.    Communication with customers (Telephone, Email, Live Chat, and written correspondence)?
4.    Raising quotes, sales orders, NCRs, invoice queries, and complaints, completing these within management SLAs?
5.    Training, onboarding, and supporting new starters?
6.    Being responsible for creating, updating, and delivering process flow, sales operating procedures, and training material (customer support library)?
7.    Deputising for management when required.
8.    Great communications skills? Problem-solving skills? Admin skills?
9.    Solid IT/Computer skills? Excel, Outlook etc? Ideally advanced Excel and SAP?

We expect you to BE ACCOUNTABLE, DRIVE RESULTS, EMBRACE CHANGE, and possess high levels of COLLABORATION!
 

What’s in it for you?

•    Competitive salary (up to £28,000)
•    Annual bonus   
•    Contributory Pension
•    Flexible benefits (access to our benefits platform for discounts and cash back on shopping purchases, gyms and leisure activities, cycle to work scheme and dedicated wellbeing centre)