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 elevate 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
About You
To be considered for the position of Product Care Advisor, you will need:
- Exceptional customer service skills demonstrated through previous work experience
- Excellent listening, verbal and written communication skills with the ability to adapt based on the individual
- The ability to solve problems proactively and efficiently
- An empathetic, caring and patient approach
- Computer/IT proficiency, with the ability to learn and master our computer systems
- The ability to multitask and manage your own workload
Experience within a busy call centre environment is highly desirable.
About Us
At CareCo we celebrate our people — their milestones, their growth, and the everyday moments that matter. Our benefits are built to support your life, not just your work. As a Product Care Advisor, we’ll offer you:
- 32 days annual leave (including bank holidays), with extra days when you stick with us
- Option to buy and sell annual leave
- Access to CareMiles, our exclusive staff benefits platform with discounts and cashback on various brands
- Life-event vouchers to celebrate milestones such as welcoming a new baby or getting married
- Employee loyalty rewards, including holiday vouchers
- Free on-site parking
- Driving lesson contribution to help you learn to drive*
- Employee Assistance Programme for 24/7 confidential support
- Life insurance
- Free annual flu jab
- Annual eye test contribution
- Employee referral scheme – earn £500 for referring a friend
- Reimbursement of professional membership related to your role
Whoever you are and whatever your story is, we’d love to hear from you.
Apply to become part of a team that makes every day a better day.
We are proud to be a Disability Confident Employer which helps to employ, support and develop disabled people in the workplace.
*Eligibility for benefits based on length of service
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