Customer Support Advisor - F'real

PURPOSE STATEMENT

Provides technical support services to customers, including installation, troubleshooting, problem resolution and maintenance.Responds to customer questions regarding operation and malfunctions. Advises customers on preventative maintenance and configuration adjustments to improve machine performance and customer satisfaction.The role will liaise with engineering technical support, as necessary.

KEY ACCOUNTABILITIES/OUTCOMES

Accountable
•    Handles first line contact from customers in managing through after sales issues with machinery and system operation through to resolution.  
•    Escalating customer management to appropriate member of the f’real team if unable to resolve the issue in a timely manner and in line with the f’real customer protocol and individual service level agreements
•    Ensuring all asset serial numbers are accurate on our CRM system
•    Capturing and logging all customer ‘touch points’ (telephone calls, emails etc) on our 
CRM system

Responsible
•    Provide confident, first class aftersales customer service to the highest standard 
•    Track and monitor phone, email and omni channels to f’real customers and service providers to trouble shoot and problem solve
•    Maintain a deep understanding and knowledge of our equipment and technical updates
•    Track customer sales to identify underperforming sites and investigate directly with the customer. 
•    Liaise with service providers to support effective field repairs aiming for first time fix
•    Dispatch service providers to jobs
•    Receive and enter parts orders as necessary working closely with the customer services manager to ensure that parts are delivered in a timely manner and that they are tracked and captured on our systems
•    Provide the operations manager for support for third party service providers
•    Provide warranty information to our customers and service providers
•    Administration support as needed
•    Flexible to undertake other duties as necessary and required to ensure a smooth operation and customer service

You must comply with Rich Products Health and Safety policies and procedures at all times.
 

KNOWLEDGE/SKILLS/EXPERIENCE

Critical

•    Customer services experience
•    Experience in equipment or engineering customer service
•    Experience of using CRM/Sales force or an equivalent system
•    Fluent in English (both spoken and written)
•    Ability to work to critical time scales and under pressure 
•    Conducting Root cause analysis 
•    Able to explain confidently clearly and succinctly instructions and processes. 
•    Collaborative team player
•    Self-sufficient and confident in working without supervision.
•    Training others e.g., train the trainer experience. 
•    Working with third party service providers 
•    Managing customer complaints 
•    Analytical and problem-solving mind set. 
•    Can do attitude who embraces development

Desirable

•    Engineering related discipline of study
•    Process management experience 
•    Multi-site and multi customer experience 
•    Experience of working with retail customer 
•    Experience of working in a global organisation.
•    Creating processes and procedures
•    EME customer support/call centre