Do you take pride in always delivering an excellent experience in all your customer interactions? If you do, then join us here at Arco as a Customer Support Advisor, where your enthusiasm, empathy, and problem-solving skills will make a real difference!
As a Customer Support Advisor, you’ll be the friendly voice and trusted guide our customers rely on, acting as the first line of support and handling all customer contact whilst providing an excellent customer experience.
Our Customer Support Advisor vacancy is a hybrid position, with a mix of working from our office in Hull and home working. The working pattern is Monday to Friday, normal working hours, with no shift work or weekends.
Key responsibilities:
- Resolving customer queries where possible at first contact and providing an excellent and easy customer experience, using your own judgement and engaging cross functionally
- Handling inbound calls, emails, live chat and social media queries, prioritising workflow within our system (C4C) according to customer demand
- Proactively supporting the delivery of an enhanced customer experience by providing customers with updates on any delays, issues and escalations
- Recording all customer activity and outcomes daily using
- Identifying and capturing root cause outcomes to resolve and prevent customer dissatisfaction
- Investigating and liaising with colleagues and internal departments to resolve customer queries and complaints
- Protecting company cash flow through switch sales techniques and working cross functionally to assist with our credit management system, adhering to invoice query SLA’s
- Assisting with the production of reports, pricing or any other information requested by our customers in line with business guidelines,
On top of working for the UK’s leading integrated health and safety experts, you’ll also receive:
- A starting salary of £24,570 plus bonus
- 32 days holiday inclusive of bank holidays which rises with service, plus the option to purchase up to 5 more days each calendar year
- 2 fully paid Community Volunteering days every year
- An excellent pension (up to 8% Arco contribution) and x4 Life Assurance scheme
- A huge range of discounts to help with cost of living via Perkbox plus Employee Discount on Arco products
- Free, 24-hour access to our Employee Assistance Programme
- Health Cash Plan where we'll reimburse up to 100% of everyday healthcare costs
- Access to our Learning Management System, to support your personal and career development
- Long-term service awards – we’re proud to have employees who have worked for us for 40 years
The ideal Customer Support Advisor will be/have:
- Previous experience in a customer service role
- Strong relationship building skills
- Attention to detail
- Excellent IT skills / CRM proficient
- An understanding of the invoicing cycle and credit limits.
- A positive, can-do attitude
- Comprehensive knowledge of customer sectors and impact on sector specific SLA’s