Job Title: Customer Service Advisor Reporting to: Head of Customer Service Location: Bolton We want to be at the forefront of making a positive impact on the world. Our focus is providing Clean Technology to make the world a more sustainable place and every single transaction we make creates a brighter future. Our mission is to have a brighter future for the world by enabling clean technology for all. Join Segen for an opportunity to help change the world with every action you make. It’s fast paced, challenging, dynamic and incredibly rewarding, because changing the world isn’t easy Company Profile The Segen Group the UK’s largest Wholesale Distributor of Solar PV, Energy Storage Systems and EV-charging. The Group has three subsidiaries in UK, South Africa and Europe. Formed in the UK in 2005 and then opening internationally in 2015 and 2016, Segen is now part of the Labora Group since 2021. Segen Group turnover is in excess of £300m and growing at over 50% per year so there has never been a better time to join the team. Our customer base consists of commercial and residential installation companies. Access to our unique on-line portal and design tool, plus our emphasis on product quality, consistency and availability sets us apart in the market. Segen is a fast-moving business that responds quickly to any market changes supported by its bespoke ERP system and database and team. Role summary To be the first point of contact for our customers who wish to ask questions, raise concerns or seek advice. Role Requirement Their role will be the following: Take all calls regarding customer complaints Log issues/complaints on the internal bespoke software Work all complaints to completion Raise charges and credits on customer accounts. Investigate Debit notes Monitoring returns to completion Liaising daily with customers via the telephone and email Resolve customer & system queries. Liaising with other departments to ensure suitable resolution. Key Competencies required: Excellent, confident telephone manner and communication skills (written and verbal). Team player, with a collaborative focus. Positive, can-do attitude; problem solver Relevant experience within customer operations environment Strong communication skills, including active listening and clear articulation Ability to solve problems, alleviate conflicts, and escalate tactfully Ability to multitask, manage time, and prioritise Ability to work individually and as a team member What we offer: 25 days holiday EV Car scheme Pension Life Assurance Discounted company products Cycle to Work Scheme Electric Car scheme Career Development Employee Assistance Scheme Staff events and surprises