Job Description

You will be working closely with both internal and external stakeholders, utilizing your passion for a customer-first approach to resolve a range of queries. You will take ownership of varied administrative tasks to ensure that a high quality of service is reached at all times.

• Provide excellent customer service, ensuring a positive ‘can do’ approach to all queries.
• Receive and respond to customer contact via telephone, e-mail and letter. Ensuring that you respond effectively and within departmental timescales.
• Demonstrate excellent problem-solving skills and excel in a fast-paced environment, managing a range of difficult queries with ease.
• Confidently complete a variety of workload requirements including but not limited to: inbound customer queries, warranty claims, locating part numbers, referring to technical drawings and logging all queries effectively on internal systems.
• Work closely and collaboratively with all members of the team in support of resolving customer queries.
• Demonstrate professionalism and politeness in all written and spoken communication, including with internal and external stakeholders.
• Work towards achieving individual and departmental KPIs.
• Maintain a positive working attitude with a willingness to learn and develop. This includes showing a flexibility to learn new ways of working, alongside contributing your own ideas for improvement.
• Participate in product knowledge sessions, training and daily huddles.
• Perform ad-hoc tasks as requested by your Line Manager.

Benefits:

• Company pension
• On-site parking
• Sick pay

Schedule:

• Monday to Friday

Work remotely:

• No

Required Knowledge, Skills, and Abilities

• Experience of handling customer queries via incoming calls, emails and letters.
• Proven experience of working towards and exceeding set KPIs and targets.
• Previous handling of complaints and escalations.
• Excellent written and verbal communication.
• Demonstrate a positive ‘can-do’ attitude at all times.
• Display effective organizational skills.
• Sound knowledge of computer systems, including Microsoft Office and CRM systems.
• Previous experience of working in a manufacturing or retail environment is desirable.
• Proven experience of processing warranty claims or dealing with technical queries is desirable.