Customer Support Advisor

Job Type: Full Time (35 hrs per week, Mon - Fri), Permanent ContractLocation: Hybrid Working (3 days in Head Office Wembley Park HA9, 2 days WFH)Reports to: Service Manager, dotted line responsibility to Team Leader - Customer ServicesCasio Electronics Co. Limited, a leading multinational electronics company, is seeking a highly motivated and dedicated Customer Support Advisor to join our Service Centre team in the UK. 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, musical instruments and medical devices. Our vision is to see our brands inspire users across generations.As a Customer Support Advisor you will provide professional, efficient and friendly customer support by handling enquiries across multiple channels including telephone, email, live chat, WhatsApp and social media; maintaining Casio's service standards and promoting a positive customer experience. This is an entry level to intermediate position designed to build product and service expertise whilst contributing to team success.Joining Casio means stepping into an environment where you can team up with passionate and talented individuals who share our vision. Our employees are at the heart of everything we do, and we are excited to share that Casio UK has recently been recognised as a Great Place To Work. This achievement is something we take great pride in, and we are committed to continuously improving our workplace culture.Key Responsibilities & Duties:Respond to customer inquiries in a prompt, courteous, and accurate mannerHandle incoming communications through phone, email, and digital channelsProvide information regarding Casio's products, services, warranties, and repair optionsAssist with Parts & Accessories inquiries, including processing orders for partsRecord all interactions accurately in the CRM system (Zendesk)Adhere to established processes and escalate any complex or unresolved issuesAchieve performance targets related to quality, response times, and customer satisfactionMake a positive contribution to a collaborative, customer-focused teamRequirementsAt least one year of experience in customer service, retail, or administrative positionsOutstanding verbal and written communication abilitiesStrong skills in active listening and interpersonal communicationEffective organisational and time management capabilitiesProven ability to handle multiple tasks with changing prioritiesAbility to remain calm, resilient, and professional when addressing customer complaints or inquiriesWillingness to learn new systems, processes, and product information, and openness to feedback for personal developmentA positive attitude and a strong desire to grow and develop within the departmentA collaborative team player who enjoys supporting colleagues and contributing to the success of the teamBasic familiarity with the Microsoft Office suitePrevious experience with CRM systems (preferably Zendesk) is highly desirable, but not essential as comprehensive training will be providedBenefits25 days annual leave plus Bank HolidaysPaid Birthday Day OffCompetitive SalaryFantastic healthcare benefits from Day One: Private Medical Insurance via BUPA, Permanent Health Insurance, Medicash Health PlanDeath In Service (4x salary)Excellent non-contributory Pension Scheme, up to 14%**Employee Discount, up to 50%**Anytime access to personal development and training courses via LinkedIn LearningAnytime access to retail discounts at 200+ retails (Reward Gateway)Casio Sponsorship & Donation Scheme for employee charity fundraisingHead Office team social events and activities including giveaways and reward & recognition incentivesJoin a company that's recently been certified as a 'Great Place to Work'!