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Summary of Role:

At H2e Commerce, customer service is our passion, it is at the heart of all that we do. We are looking for a talented and exceptional Customer Service Technical Advisor to help us to maintain our amazing service to customers.

This role will mainly involve answering more technical customer queries by phone, instant chat, emails and post. A thorough understanding of printers, ink and toners is required for the technical support role and would suit someone with a keen interest in IT technical support or someone who has held a printer engineer role in the past. This role is based in our call centre and the successful applicant will join a knowledgeable and professional technical team. The technical team manage the customer enquiries that are technical in nature and they help to provide an amazing, in depth service for our customers.

We would love to hear from any applicants who have a passion for technical support and who wish to build a successful career in customer service, who find job satisfaction in the act of helping others. Ideally, you will have experience in a telephone and web- based service centre but for this role, our goal is to find a printer, ink and toner expert who is also a great communicator: capable, professional, flexible and have a terrific 'can do' attitude. We will train you to use our phone systems- your knowledge and friendly, positive attitude are the key to this role. You will need to be very patient in nature as some of the people that you will be chatting to will have very limited knowledge of ink and printers and your excellent communication skills will also be required to help you to convey technical information and answer queries.

This role is well supported by professional and friendly management, offers excellent training and the opportunity to be part of a good humoured and talented team with amazing staff benefits such as life insurance, pension and additional holidays with each year served.

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[email protected]Julie GimblettHuman Resource ManagerApply

  • Main Duties and Responsibilities:

    • Provide an amazing customer service experience for customers.
    • Answer technical queries regarding printers, ink, toners.
    • Speak clearly, patiently and clearly. Use minimum jargon and technical speak in order to convey technical information.
    • Deliver a prompt and efficient service to all enquiries received via telephone, email, live chat or post, offering help, advice and support.
    • Maintain an awareness of current promotions and product changes.
    • Occasionally help to train staff on technical topics. Share your expertise where required.
    • Find a solution to customer problems.
    • Generate customer interest in the company's own branded products.
    • Delight customers by going the extra mile.
    • Offer help and support to other staff members, when needed.
    • 5 days over 7 rota system.
    • Full time but happy to consider a job share for the right candidate.
    • Weekend work will usually be required on a rota basis (one Saturday or Sunday to be worked every 3 weeks) although if you have the skills and positive attitude, we are happy to discuss your hours and will try to accommodate your needs where we can.
  • Skills Required:

    • A high level of technical knowledge regarding printers, ink and toners.
    • A genuine passion and interest for Customer Service- a real 'people person'. You will want a career in this field.
    • You get job satisfaction from helping others.
    • Excellent communication skills, happy to help. Patient and clear when communicating technical information.
    • Naturally positive communicator - both written and verbal.
    • Resilient, laid back attitude - happy to take the more 'difficult' queries.
    • Excellent attention to detail.
    • Attentive listening skills.
    • Ability to multitask.
    • A good level of IT skills- happy to email, input some information on excel, copy and paste etc.
  • We offer:

    • Competitive salary with monetary tips for good reviews and annual salary reviews.
    • Training, development and support.
    • Competitive annual leave with additional holidays for each year worked.
    • Employee assistance programme.
    • Annual flu shot.
    • Cycle to work scheme.
    • Staff excellence for Customer Service Awards scheme.
    • Generous long service cash rewards from 5 years of service.
    • Regular social and team building events.
    • An open, friendly, supportive and fun working environment with friendly and approachable management.
    • Death in service insurance.
    • Genuine potential for career progression and training with clear development objectives and support.