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Repairs Customer Service Representative (CSR)

We are looking for a Customer Service Representative to join our Repairs team. This role will be based within our front office providing high standards of support to our customers in line with the Groups standards.

You will work alongside the rest of the front office team to maintain customer satisfaction by completing all customer administration, providing product and service information, resolving product and service problems by liaising with the appropriate departments and will manage customer accounts via an in house computer system. We will provide you with on the job training and any additional training needed for your ongoing continuous development.

Within this role you will be required to promote and achieve sales growth and customer satisfaction and the completion of all customer related administration to ensure that working with Zodiac Services is easy for Customers. In order to do this you will:

  • Attract potential customers by answering product and service questions such as RFQ and capability demands
  • Responding to customer requests effectively and efficiently and ensuring that your provide adequate information such as diagnostics, quotations, delays and delivery times
  • Ensure quotations are approved by the customer by liaising with them over the phone at regular intervals
  • Transfer customers approval or refusal of the quotation to the appropriate services of the company
  • Process and send invoices to the customer on completion of individual jobs
  • Escalate any major issues to the Customer Services Manager and redirect customers to other Zodiac sites where necessary.
  • Communicate directly with OEM when needed in order to respond to customer requests
  • Work closely with other departments in the company in order to ensure the resolution of customer problems
  • Transfer repair requests to the appropriate Zodiac repair station and work closely with both the Customer Service Manager and Workshop Manager regarding jobs which can be started prior to customer acceptance
  • Ensure orders are entered onto the in house computer system in a timely manner and use the system to manage and log invoices
  • Follow company Health & Safety rules by ensuring that you maintain full awareness and understanding of the risks involved in the operations you are undertaking. Ensuring that you are wearing the appropriate PPE at all times and taking action to ensure the safety of both you and your colleagues at all times.
  • Raise ideas for improvement and areas of concern.
  • Be an active member of the team, actively participate in team meetings. Work with colleagues and provide training and support to other less experienced team members where needed.

What are we looking for? We are looking for a team member who:

  • Has excellent customer service and communication skills
  • Good computer skills and working knowledge of Excel
  • Keen attention to detail
  • Is enthusiastic and willing to learn
  • Is able to work on their own as well as part of the team
  • Works well under pressure dealing with requests from multiple sources

This is a full time role within the team working Monday to Friday as follows:

  • Monday to Thursday - 08:30 - 17:00
  • Friday - 08:30 - 16:00

You will get a 10 minute paid tea break in the morning along with a 30 minute unpaid lunch break.

In addition we offer an excellent range of employee benefits targeted towards your well-being. These benefits include:

  • 25 Days Annual Leave plus Bank Holidays
  • Competitive Pension Scheme inclusive of Income Protection and Life Assurance (8x Annual Salary)
  • Company Sick Pay after qualifying period and increasing with length of service
  • Contributory Health Cashplan
  • Flu Vaccinations
  • Perkbox Membership - access to a broad range of both in-store and online benefits and discounts with well known retailers, discounts on gym memberships with a range of well known gyms and health clubs and much more.

If you have the skills we are looking for and are keen to work for a growing and friendly team, the apply today by sending us an up-to-date copy of your CV.

N.B: We advise candidates that the above duties do not represent all of the duties that the job holder may be asked and expected to undertake. The successful candidate may be expected to undertake other tasks as long as they fall within the broad remit of the job.

Job Details
Job Ref: 431020905
Hours: Not Specified
Location: Braintree, Essex, United Kingdom
Working Term: Not specified
Salary: British Pound . GBP British Pound . GBP 19000.00-19000.00 Annual Annual