Customer Support Advisor

Job Type: Full Time (35hrs p/wk), Permanent

Location: Hybrid Working (3 days in Head Office in HA9, 2 days WFH)

Casio Electronics Co. Limited, a leading multinational electronics company, is seeking a highly motivated, experienced and dedicated Customer Support Advisor to join our team. As a Customer Support Advisor at Casio, you will be responsible for providing exceptional customer service through phone, email, live chat, WhatsApp and social media support channels. Our ideal candidate is someone who is passionate about helping customers and is enthusiastic about technology and the customer experience.

At Casio, we pride ourselves on launching innovative designs and leading technologies to both consumer and B2B sectors. Our products span across a variety of categories, including watches, calculators, and musical instruments. Our vision is to see our brands inspire users across generations. As a member of our team, you will have the opportunity to work alongside passionate and talented individuals who share our vision. This role reports to the Service Manager, with dotted line reporting to the Team Leader - Customer Services.

Key Responsibilities

• Help to promote the development concept of customer service centre as a customer relationship base, by providing warm, friendly, comprehensive and outstanding responses.
• E-commerce Support – providing customer service to customers on our online stores.
• Managing all incoming contact, identifying and assessing customer’s needs whilst maintaining exceptional level of customer satisfaction.
• Providing support through social media channels, WhatsApp and Live Chat.
• Maintaining and improving upon existing KPIs and SLAs.
• Providing technical support to customers to a range of Casio products.
• Helping with any other ad-hoc assistance as requested by the company.

• Ideal candidate should have at least 2 years of experience in an office based or call centre customer service role.
• Excellent verbal and written communication skills and ability to liaise confidently with internal and external stakeholders.
• Active listening skills.
• Strong organisation skills whilst multitasking with high attention to detail.
• Be confident with complaint handling/management, maintaining calm and clear communication.
• Demonstrate excellent problem solving ability in order to achieve resolution in a timely manner.
• Be adept and attentive learner.
• Be a team player, confident in working in a fast paced environment with high call volumes.
• Have the desire of helping others.
• Recent experience of Zendesk CRM preferred, previous experience with other CRM also highly desirable.

• 25 days annual leave plus Bank Holidays
• Competitive Salary
• Fantastic healthcare benefits from Day One: Private Medical Insurance via BUPA, Permanent Health Insurance, Medicash Health Plan
• Death in Service (4x salary)
• Excellent non-contributory Pension Scheme, up to 14%**
• Employee Discount, up to 50%**
• Anytime access to retail discounts at 200+ retailers (Reward Gateway)
• Anytime access to personal development and training courses via LinkedIn Learning