Customer Care Agent

Job Description: Customer Contact Agent
Mission: Are you looking for an opportunity in Customer Service? Are you based in or around Telford? Do you enjoy problem solving? If the answers are yes, yes and yes, we may just have the perfect opportunity for you. Acting as a first point of contact to provide best in class professional primary support to all customers in UK&I, with the aim of first call resolution for the majority of customer queries and promoting the use of digital support tools to further enhance the customer experience. Queries will include, but are not limited to, the following: Price & Availability, Quotation Request, Order Booking, Order Modification, Delivery or Collection Issues, Basic Part Number Selection. Improve Customer Satisfaction by providing consistent, high quality professional customer service, establishing strong, professional relationships with assigned accounts. Take a proactive approach to customer service by anticipating and intercepting problems before they become issues.

Location: Working on site on Tuesdays and Wednesdays and working from home the rest of the week. However, please note, for the first 4 weeks, training will be on site at Telford.

Key responsibilities:

• Proficient in the promotion and demonstration of digital tools to customers to improve customer experience
• Provide first level general pre-sales and post-sales support through a variety of mediums, e.g.: chat, telephone, email for price & availability, order management, order inquiry, order modification, problem solving, complaint resolution, returns
• Where appropriate ensure proper escalation to the first level technical support for product selection, product substitution
• Provide support for all on-line self-service tools
• Educate customers on the availability and accessibility of information via digital tools
• Fully complete and correctly categorise case details on bFO, following up on any commitments and ensuring customer contact details are correct on bFO
• Keep up to date with any changes in processes, digital tools and cyber-security updates
• Actively participate in the continuous improvement process
• Liaise between customers, CS&Q, After-Sales, and Marketing as appropriate, regarding Product Quality Returns
• Ensure all customer interactions are recorded accurately and classified correctly in bFO

Skills and attributes:

• Digital citizenship/PC Skills – at least basic level is essential (Microsoft Teams, bFO, SAP, MYSE etc)
• Previous experience in customer support or sales is desirable
• Working knowledge of basic electrical products an advantage.
• Ability to multitask (logging queries while speaking with customers)
• Strong interpersonal skills and professional standard of written and verbal communication skills
• Ability to work on own initiative, but also as part of a team
• Flexible approach with the ability to adapt to change and learn new skills quickly
• Time management skills, with the ability to manage fluctuating workloads calmly and effectively
• Previous CRM experience an advantage

Additional Information:

The team enjoy monthly get together with a variety of activities including picnics in the park, where all family members are welcome to attend, bowling and meals out. There is onsite parking with a subsidised canteen, full kitchen facilities and outdoor seating in the courtyard.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture, and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.
“We are proudly participating in the Disability Confident Program offering support to people in the workplace who consider themselves living with a disability.”
What we offer you: Competitive salary & Bonus Scheme, 28 Days Annual Leave + Public Holidays, Holiday Buy & Sell programme, Pension Scheme, Employee Share Ownership Programme, Various Health & Wellbeing Support Options, Gym Flex, Open Talent Market (internal mobility opportunities + access to mentors & projects globally), Shopping & Dining Discounts, Learning Portal and much more.
Apply now: Please submit an online application to be considered for any position with us. You know about us, so let us learn about you! Apply today.
Qualifications:
About Our Company: Why us? Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
€34bn global revenue 128 000+ employees in 100+ countries 45% of revenue from IoT 5% of revenue devoted for R&D
You must submit an online application to be considered for any position with us. This position will be posted until filled
It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.