Job Role: Service and Repair Advisor
Location: Leeds Office - On site
About BOXT
Do you want to work for a disruptive, innovative brand that is constantly challenging its industry? A company that works in partnership with household name brands including Google, ITV, EDF Energy, Halfords, B&Q, Uswitch, Worcester Bosch, Leeds United Football Club – just to name a few! Well you’re in luck.
We’re BOXT - a multi award-winning tech platform designed to revolutionise the way heating and smart technology is installed in our homes. We were founded in 2017 to redefine the world of home installation, making it modern, stress-free, and fairer for homeowners all over the UK. And with over 20,000 five-star Trustpilot reviews and 150,000+ happy customers so far, we’d say we’re doing a pretty good job.
We’ve grown our product offering substantially since the beginning, and are proud to be able to offer air conditioning, electric vehicle chargers, Google Smart Home products and solar panel and battery storage systems. But we’re not stopping there. We have an ambitious vision to become an international household name, providing simple and easy access to new products & services within homes across the UK and beyond.
We’re a technology company with a custom-built platform enabling us to deliver 5-star installation experiences across a range of products and services. We’re making life at home better for everyone.
Job purpose:
To assist and support the Service & Repair team with any administrative duties including answering any telephone, email or live chat queries in a professional, timely manner, ensuring an excellent customer service throughout their Boxt journey.
Key Responsibilities:
- Answer any customer enquiries via telephone, email, or Intercom (Live chat) in line with business policies and processes.
- Help resolve issues and troubleshoot technical problems, where necessary escalate to a technical expert.
- Provide customers with accurate information about products and services ensuring a good customer outcome.
- Ensure processes are adapted where customers may require additional support for special circumstances delivering a caring and compassionate service.
- Update BOXT admin platform regularly to ensure all information is being recorded correctly for each job.
- Handle and manage through to a satisfactory resolution any emails from the Service and Repair inboxes.
- Ensure that all customers receive accurate and timely support that is relevant to their circumstances.
- Update all inhouse systems and excel documentation as and when required.
- Adhere to all relevant legislation, manufacturing regulations and company policies and procedures.
- Provide administrative support to other managers in various departments if required.
- Any other duties which may be required from time to time by the Management Team and Board of Directors, in the course of your employment with BOXT.
Experience and Qualifications:
- 12 months plus experience working in a Customer Service Role or similar, with excellent verbal communication skills.
- Experience in delivering a right first-time good outcome for a customer.
- Experience of working in a fast paced, vibrant and at times pressured environment.
- Familiar with owning a customer enquiry/complaint through to resolution.
- Understanding of a positive customer experience.
- Caring and compassionate nature.
- Confidence in working on your own initiative as well as within a team environment.
- Driven to deliver a good outcome for customers.
- GCSE (Or equivalent) Maths and English, with a good command of English for accuracy in written communication.
- Patient and committed to excellence.
- IT Literate.
- Active listening skills.
Benefits:
We have a great culture at BOXT, working closely together as one team. Our founders wanted to create a company that was disruptive, innovative, and forward thinking and they’ve created a positive, welcoming environment for people to work and thrive within.
Your benefits include...
- 30 days of annual leave (plus bank holidays)
- Free tea, coffee, fruit, and breakfast
- Modern offices
- Social events
- Ongoing training and development opportunities
- Enhanced Family Friendly Benefits
- Private medical cover*
- Company pension
- Death in service benefit
- After probationary period