Customer Service Advisor

As a Customer Service Advisor, you'll be the first point of contact for customers, assisting with product and software-related queries. You'll manage customer issues from order fulfilment to technical support, ensuring a seamless and professional experience. This role requires you to coordinate timely responses to customer incidents and requests, escalate when necessary, and maintain clear communication throughout. You'll apply problem-solving skills and an analytical approach to deliver effective resolutions while upholding excellent customer service standards.

We would love to welcome you to our office, working 37.5 hours from Monday to Friday. Your responsibilities day to day will be…

• Handle customer queries across phone, email, and Zendesk, providing timely and professional support for product, service, and software issues.
• Troubleshoot and resolve technical issues, escalating complex cases when needed, while maintaining clear communication and accurate records throughout.
• Manage system onboarding, commissioning requests, account maintenance (e.g., password resets), and ensure efficient ticket prioritisation and resolution.
• Process and update customer orders, pro forma invoices, and pricing, ensuring accuracy in dispatch, delivery coordination, and CRM data management.
• Liaise with internal teams across production, installation, development, and accounts to meet customer needs and deadlines.
• Monitor support systems, investigate alerts, and document all actions thoroughly to ensure quality outcomes and compliance with internal procedures.
• Proactively identify recurring issues, suggest improvements, support IT-related projects, and contribute to enhancing customer service processes