FP Mailing UK is looking for a customer-focused and proactive Customer Support Call Handler to join our team temporarily as a maternity leave replacement.
About the Role
In this role, you will be responsible for managing incoming customer calls, providing first-line technical support, and ensuring that customer enquiries are handled promptly and professionally. You will play an important role in resolving customer issues, coordinating product replacements and spare parts, and maintaining high levels of customer satisfaction.
You will also manage customer support emails, carry out follow-ups, identify opportunities to upgrade service contracts, and ensure that all established customer support procedures and performance targets are met.
Key Responsibilities
Customer Communication and Support
- Answer incoming telephone calls promptly, efficiently, and professionally.
- Provide customers with the highest level of service by responding to their questions in a helpful, informative, and professional manner.
- Diagnose and resolve technical issues over the phone whenever possible.
- Return customer calls when requested and ensure that all necessary follow-ups are completed.
- Cooperate effectively with internal teams and external customers to ensure a smooth and positive customer experience.
Service Contracts and Customer Retention
- Check customer service contract details in the service management system to confirm whether they have a fully comprehensive service contract.
- Where appropriate, identify opportunities to convert customers to a fully comprehensive service contract.
- Complete contract upgrades (uplifts) within the specified timeframes.
- Manage customer expectations and provide clear information about available services and applicable charges.
Replacements and Spare Parts Management
- Coordinate replacement products and spare parts requests, ensuring they are handled efficiently.
- Complete all required customer callbacks relating to spare parts and replacements.
- Ensure that all relevant replacement and spare parts processes are followed correctly.
Processes, Performance and Continuous Improvement
- Apply effective call avoidance techniques to minimise unnecessary engineer call-outs and product replacements, while ensuring that customer issues are resolved appropriately and agreed performance targets are achieved.
- Follow all established procedures, including those relating to faulty ink, chargeable services and product replacements.
- Ensure that any applicable chargeable service details are verbally confirmed with customers in accordance with company procedures.
- Achieve the variable performance targets set by management.
- Contribute to the continuous improvement of customer satisfaction and the overall customer experience.
- Undertake other duties and responsibilities as reasonably assigned by management from time to time.
What We Expect
- A strong customer service mindset and a genuine commitment to delivering excellent customer experiences.
- Excellent verbal and written communication skills.
- A professional, patient and solution-oriented approach when dealing with customers.
- The ability to identify issues, troubleshoot problems and find practical solutions.
- Strong organisational skills and the ability to manage multiple requests, priorities and follow-ups.
- Accuracy and attention to detail when recording information and following established procedures.
- The ability to work independently, take responsibility for tasks and meet performance targets.
- A cooperative attitude and the ability to work effectively with colleagues and external customers.
What We Offer
- Yearly salary of £26,570 and commission for successful sales leads.
- Comprehensive product and technical training.
- Pension scheme and additional company benefits like Perkbox vouchers.
If you enjoy helping customers, solving problems and making a positive difference to the customer experience, we would be happy to hear from you!
Privacy Notice
FP Mailing Solutions UK is committed to protecting your personal data. Any personal information you provide as part of your application will be processed for recruitment and selection purposes only, in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Your personal data will only be accessed by those involved in the recruitment process and will be handled securely and confidentially.
