Customer Care Advisor - FTC

Customer Care Advisor \- 12 Month FTC Maternity Cover

Full\-Time

Office Based \- Witham, Essex

Salary dependent on experience

The Customer Care Advisor provides day\-to\-day customer service and administrative support to the Customer Service function, acting as a key point of contact for customer enquiries, service requests and general queries.

The role supports the coordination of engineers, installations, orders and customer requirements, working closely with Service Managers, Engineers and other teams to ensure requests are dealt with efficiently and followed through to resolution.

The Customer Care Advisor also supports the wider Service function with customer account administration, order processing and other activities required to maintain an effective and consistent customer service operation.

KEY RESPONSIBILITIES:

• Handle customer calls, emails and service enquiries, providing a professional and responsive service.


• Log and coordinate service requests, engineer visits and installations, keeping customers updated throughout.


• Process toner and meter reading requests, kit and parts orders, and other customer requirements.


• Support machine builds, installations and equipment preparation, ensuring the correct information is available.


• Manage customer account administration, including contracts, purchase orders, sales orders and DocuSign documentation.


• Work with Service Managers, Engineers, Parts, Logistics, Leasing Companies and Suppliers to coordinate customer requirements.


• Carry out stock checks, receive deliveries and ensure equipment and parts are recorded accurately.


• Escalate technical issues, complaints and complex customer queries to the appropriate person.


• Support the wider Customer Service and Service Teams during busy periods and share knowledge across the team.


• Build strong customer relationships and help deliver a consistent customer experience.

• Previous experience in a customer service, administration or coordination role.


• Experience within managed print, photocopiers, IT or a related industry would be beneficial.


• Excellent telephone and written communication skills.


• Strong customer service skills and a professional approach.


• Good organisation and ability to manage multiple requests.


• Strong attention to detail and accurate record keeping.


• Confident using computer systems and learning new processes.


• Experience with Vantage or similar systems would be beneficial.


• Experience handling orders, parts, toner or meter readings would be beneficial.


• Ability to work effectively with customers, Engineers, Service Managers and other teams.


• Proactive approach to resolving customer queries and problems.


• Reliable, organised and a strong team player.

• Company events


• Company pension


• Health \& wellbeing programme


• On\-site parking

• What is your current salary?

• Customer Service: 1 year (required)

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