Customer Care Advisor - 12 Month FTC Maternity Cover

Full-Time
Office Based - Witham, Essex

The Customer Care Advisor provides day-to-day customer service and administrative support to the Customer Service function, acting as a key point of contact for customer enquiries, service requests, and general queries.

The role supports the coordination of engineers, installations, orders, and customer requirements, working closely with Service Managers, Engineers, and other teams to ensure requests are dealt with efficiently and followed through to resolution.

The Customer Care Advisor also supports the wider Service function with customer account administration, order processing, and other activities required to maintain an effective and consistent customer service operation.

Key Responsibilities:

• Handle customer calls, emails, and service enquiries, providing a professional and responsive service.
• Log and coordinate service requests, engineer visits, and installations, keeping customers updated throughout.
• Process toner and meter reading requests, kit and parts orders, and other customer requirements.
• Support machine builds, installations, and equipment preparation, ensuring the correct information is available.
• Manage customer account administration, including contracts, purchase orders, sales orders, and DocuSign documentation.
• Work with Service Managers, Engineers, Parts, Logistics, Leasing Companies, and Suppliers to coordinate customer requirements.
• Carry out stock checks, receive deliveries, and ensure equipment and parts are recorded accurately.
• Escalate technical issues, complaints, and complex customer queries to the appropriate person.
• Support the wider Customer Service and Service Teams during busy periods and share knowledge across the team.
• Build strong customer relationships and help deliver a consistent customer experience.