At a Glance
- Tasks: Manage customer calls, provide technical support, and ensure satisfaction.
- Company: Join FP Mailing UK, a leader in customer service excellence.
- Benefits: Earn £26,570 plus commission, with training and perks.
- Other info: Temporary role with opportunities for growth and development.
- Why this job: Make a difference by helping customers and enhancing their experience.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 26570 - 26570 £ per year.
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.
- 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.
Customer Support Call Handler (Temporary Position – Parental Leave Cover) in London employer: FP Mailing (West End) Ltd
FP Mailing (West End) Ltd is an attractive employer due to its commitment to customer satisfaction and employee development. The company fosters a proactive work culture where employees are encouraged to grow professionally while contributing to meaningful customer interactions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Call Handler (Temporary Position – Parental Leave Cover) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like FP Mailing (West End) Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like FP Mailing (West End) Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Support Call Handler (Temporary Position – Parental Leave Cover) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to FP Mailing (West End) Ltd.
How to prepare for a job interview at FP Mailing (West End) Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in FP Mailing (West End) Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services FP Mailing (West End) Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
