Customer Care Advisor

Electro Rent is a global leader in test and technology solutions that help organisations accelerate innovation and optimise investments. Electro Rent's single-source solution — including rental, financial solutions, sale of new and used equipment, and asset optimisation — supports leading innovators across many key sectors, including aerospace and defence, automotive, communications, energy, semiconductor, and general electronics. Founded in 1965, Electro Rent operates globally to deliver unmatched technical and commercial flexibility.

About the Role:

The Customer Care Advisor manages external and internal customer queries in a timely manner to achieve total customer satisfaction. This will involve liaising with other departments to obtain information and provide the required support to the customer. The position is to primarily support specific territory assigned accounts but also provide cover for other team members' territories whilst they are on holiday/out of office.

Why Join Us?

• Competitive salary and great benefits
• Private Medical Healthcare
• Employee Assistance Programme
• Cycle to work Scheme
• Great company culture

What You’ll Be Doing:

• You’ll be proactively involved in outbound calling to customers to follow up on critical business and customer satisfaction requirements including end of rental period and “after shipment” daily.
• You’ll liaise with couriers/check courier reports to ensure deliveries and collections are actioned in a timely manner.
• You’ll deal with all customer service queries and requests and provide information required to maintain a high level of customer satisfaction, including delivery and collection queries, technical queries, and extensions to rental period.
• You’ll liaise and support billing team, technical support team, and logistics team. Log information clearly into cases and resolve issues in a timely manner in line with agreed KPIs (Key performance indicators).
• You’ll manage your cases efficiently to ensure they are up-to-date and reviewed regularly with an adequate follow-up in the future, do not allow dates to stay in the past.
• You’ll be confidently handling phone calls, resolving issues, and building good relationships with customers.
• You’ll manage cases in a timely manner ensuring the issues don’t wait too long to be dealt with. You’ll engage with customers during this process.
• You’ll work as an integral part of the customer care team to provide a total quality service to our customers. Follow Company procedures but also use your own initiative.

What you’ll have:

• You’ll be a flexible, reliable, and proactive person with a mature attitude, confident computer skills, and the ability to multi-task and problem solve.
• You’ll have excellent telephone manners and feel at ease both initiating and receiving calls.
• You’ll have proven customer care/service experience, preferably in a technically based sales or service environment.
• You’ll have previous experience working in a fast-paced customer service environment.
• You’ll be proficient in English and ideally fluent in either Spanish, Italian, French, or German both written and spoken.
• You’ll ideally be able to decipher complex information and make informed decisions to the benefit of both the customer and the Company.
• You’ll be confident at managing CRM systems.
• You’ll be an experienced user of Microsoft Office and preferably Microsoft D365.
• You’ll enjoy working independently with minimal support as well as being part of the customer care team.