Salary: £28,840 per annum
Contract: Permanent
Hours: Full time, 40 hours per week over 5 days
Shifts: Rota over 7 days of Monday to Saturday, 08:00 – 17:00 / 09:00 – 18:00, Sunday 10:00 – 16:30
Location: CareCo HQ, Braintree
At CareCo, we make every day easier for people. As the UK's leading mobility retailer, our goal is to make sure that everybody who needs a helping hand not only gets one, but that they get the one that works for them.
Our Product Care Teams are the go-to for our customers who may be experiencing issues with, or have a query about, one or more of our products. Full technical training will be provided in relation to our products to enable you to provide effective diagnostics to our customers.
As a Product Care Advisor you will:
- Act as an ambassador for CareCo, providing the very best customer service at all times
- Handle inbound and outbound calls, emails, live chats and video calls with customers with professionalism and empathy
- Troubleshoot, diagnose, resolve and/or escalate issues as per procedure
- Work with customers to obtain relevant information for warranty related claims
- Identify and arrange engineering visits including ordering parts
- Maintain and update customer accounts
- Provide general information, advice and support to customers
- Manage and organise refunds, replacements and product returns
- Liaise with other teams across CareCo to ensure issues are resolved