SFL Mobile Radio Holdings have been established for 27 years. The group covers 5 companies and 50+ employees, holding ISO9001, ISO14001 AND ISO45001. We are ambitious, have seen exponential growth over the last 5 years, and have an aggressive growth plan for the next 10 years. We work across all verticals, but have particularly strong relationships within construction, MOD, Hospitality, Utilities and manufacturing.
As a result of organisational growth, we are looking to appoint a Customer Support Apprentice. Based in the Head Office on the Wirral, you will be working in the Sales and Hire Departments
You will be enrolled on a Level 3 Customer Support Apprenticeship scheme
This is a full apprenticeship and on successful completion of the course you will gain a Level 3 qualification in Customer Support.
The main purpose of the role is:
- Dealing effectively with customer disputes and resolutions
- Entering incoming orders onto the MIS system
- Providing product knowledge, information or service offering on customer enquiries using
- Communicating via the phone, emails, on-line chat or face-to-face with the customer
- Updating and maintaining our records on our software system to identify and gather analysis
- Monitoring trends on failing parts or re-occurring customer disputes to improve our products and provide the data required to make informed decision making
- Communicating with the customers ref customer returns and disputes, looking at the
- Finding the best way of resolving and dealing with the issue to hand
- Advising the customers on product and service offering
- Responding to customer enquiries via e-mail (Outlook), phone or live chat or at times, face-to
- face interaction
- Processing orders (on hires) and sales, requests for collections (off hires) and the efficient exchange of equipment
- Creation of loss/damage letters to customers relating to hires
- Contribute to the regular review of the company's procedures to improve customer service
- Liaise with colleagues to source additional equipment required to fulfil orders
- Plan for deliveries and collections to ensure the customer gets what they want when they want it
- Prepare quotations for new contracts and follow these up
- Process all input to IT systems and paperwork relating to hires or sales
- Develop and maintain knowledge of the company's products sold and equipment for hire
The successful candidate will have:
- 5 GCSEs grades A* - C/9-4 or equivalent (including English Language and Maths)
- An excellent telephone manner
- A good understanding of what good customer service entails
- Good, basic computer skills - knowledge and use of Excel, Word and emails
- Ability to communicate in a professional but friendly manner
- A good attention to detail with a commitment to ensuring quality and quantity of output
- Required to be flexible able to work in all areas on their own or part of a team
- Commitment to promoting behaviours as set down in the SFL Employment Handbook
If this role sounds interesting and you think you have the relevant experience, please send your CV to
HR@sflmobileradio.co.uk
SFL are committed to equality of opportunity for all staff and welcome applications from any individual regardless of sex, age, disability, gender reassignment, sexual orientation, race, religion, belief. All applications are welcome