Customer Service (Returns / Repairs)

  • Location
    Brentford, Greater London
  • Salary
    £ 20000 - £ 22000 / Year
  • Category
    Sales & Retail - Customer Support
  • Job type
    Permanent
  • Industry
    Engineering, Aerospace and Automotive
  • External Reference
    JN-092021-208315


Customer Support Advisor / Returns (Engineering)
£20-22k salary
Based - Brentford, Middx TW8
Mon - Fri 9am - 5.30pm
Immediate start
Experience working within an engineering co / returns would be an advantage


Customer Support Advisor / Returns (Engineering)
£20-22k salary
Based - Brentford, Middx TW8
Mon - Fri 9am - 5.30pm
Immediate start
Experience working within an engineering co / returns would be an advantage


Role:
Primary role to support the Business through providing engineering customer services and resolution across 'Key Accounts' through direct contact.


Duties:


Manage and maintain technical requests, repairs and returns, for identified (Key) accounts. Working closely with the businesses core support team to ensure that best in class service is continually provided to the Key Accounts.


Provide a coordination point of contact to Key Accounts.


Provide direct customer training on portal if customers are happy to accept, if customer feedback is negative then provide personal management for all their technical requests.


Build direct personal relationships within Key Accounts allowing the customer to identify and introduce multiple stakeholders to the Key Accounts Team.


Providing a customer-centric service across all engineering/Pro-repairs activities including;


In-house repairs (Engineering), 3rd Party repairs, Warranty repairs, Out-of-warranty repairs, Taking repair calls/emails


Covering customer communication channels, including;



  • Booking in repairs/equipment

  • Estimating costs/prices

  • Sending payment requests and invoices

  • Logging activity on IT Systems and issuing returns numbers

  • Arrange courier collections where required

  • Helping with supplier returns & issuing debit notes

  • Helping to coordinate the daily running of the engineering department (including scheduling)

  • Helping to coordinate Pro Repair emails & phone calls

  • Ordering new parts/components for jobs

  • Resolution of daily customer queries (in conjunction with other team members)




Skills:


Team Player


Excellent problem solving skills


Ability to work to procedures and own initiative


Able to explain highly complex systems to non-technical staff & customers


Ability to work well under pressure


Ability to adapt to a rapidly changing environment


Innovative approach to new challenges


Logical and methodical thinker


Good interpersonal skills


Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


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To speak to a recruitment expert please contact James Wolland