Customer Support : B2B
Workshop Recruitment
- Eastleigh, Hampshire
- £25,500 per year
- Permanent
- Full-time
- Taking calls & answering emails from our Trade, Retail, Contracting and indirect B2B customers in relation to in and out of warranty claims, presale information or any other queries, provide a resolution or escalating to the appropriate team
- 1st responder for technical queries, via email and telephone calls
- Resolving any query that the customer may have where it be a service request, part & product availability, or safety information, applying technical and logical problem-solving skills to reduce cost of service
- Liaise with Sales Managers, Engineers, logistics and the wider Commercial Team to obtain a satisfactory outcome for both the customer and the business balancing customer expectations and commercial impact
- Build meaningful relationships with our B2B customers so they have a point of contact in the team and continue to promote products & services to increase profit
- Updating the B2B contacts record on a daily basis ensuring that all completed correspondence is recorded accurately and carrying out regular customer account reviews to ensure information is maintained
- Attend customer site meetings as and when required, in order to develop best practice and improve communication with customers and specifiers
- To manage and prioritise own workloads, escalating where appropriate to Team Leaders and Mangers if unmanageable
- To work pro-actively providing feedback required and offer suggestions to improve the overall customer experience
- Handling large volumes of queries (up to 100 per day during peak times)
- Completing Reports & Report Issue – Excel use
- Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
- Ability to maintain customer focus whilst troubleshooting and solving technical issues
- Technically minded and pro-active in approach
- Creative thinker, to be able to develop innovative ideas to improve customer service standards
- Ability to work well under pressure
- Monday to Thursday – 08.30 – 17.00 (45 mins unpaid lunch)
- Friday – 08.30 – 16.00 (Earlier 15.00pm finish in summer months)
- Monday and Friday each week home working
- Tuesday, Wednesday, Thursday in office