Customer Service Advisor for Tech 4 Learners Programme
We are seeking a highly skilled and detail-oriented individual to join our Tech 4 Learners team in Windsor as a Customer Service Advisor. The successful candidate will be responsible for providing exceptional customer service to schools and parents participating in our student 1:1 device programme.
Main Responsibilities
* Manage parent payment records, including bank statement reconciliation, calculating and communicating outstanding balances, and taking payments over the phone.
* Support parents with their school's device programme, including thorough understanding of the Tech 4 Learners programme and the parent ordering portal.
* Assist with order cancellations, device returns, and reallocations.
* Ensure all system notes are up to date and 100% accurate for any action taken.
* Manage the parent support phone line, ticket system, and inbox daily.
* Work with key stakeholders to ensure accurate information is shared with relevant parties.
* Provide support and assistance within the team as needed to cover peak periods, holidays, and sickness.
* Participate in daily meetings to promote successful communication and stay up to date with team activity.
* Work towards agreed targets and KPIs set by line manager.
* Maintain the role guide to ensure any process updates are recorded.
Key Skills and Qualities
* Excellent attention to detail and administration skills.
* Strong Microsoft Excel skills.
* Ability to receive and act upon constructive feedback in a positive manner.
* Adaptive approach when contacting internal and external parties.
* Reporting of activities in an accurate, timely, consistent, and effective manner.
* Proactive and open communication skills.
* Calm demeanor with good problem-solving skills.
* Excellent phone manner.
* Excellent time management skills.
* Ability to problem solve.
* Outstanding customer service skills.
Conditions
* Competitive salary + commission.
* 25 days holiday allowance (increasing to 30 based on length of service) plus bank holidays and birthday off.
* Private Medical Insurance.
* Monday to Friday, 37.5 hours.