Job Description

• To resolve technical issues relating to any of the brands raised by their retailers, end users and members of the public by carrying out initial fault finding analysis.

• To handle calls and email enquiries and issues covering all aspects of installation, building regulations, operations and safety on any of their products.

• To document and report on all calls and problems identified and to log onto the company CRM system, ensuring warranty compliance is met.

• To promote Company annual servicing, and repair work. Generate and log leads to increase demand and revenue for their service engineers.

• To be an ambassador for Company, increasing their customers’ satisfaction with their products and service.

• To be at all times smart and courteous whilst carrying out all tasks in a professional manner, providing outstanding customer service.

• To ensure that any information provided is accurate, appropriate and in accordance with all the relevant regulations for installation and use. 

Required Knowledge, Skills, and Abilities

• Excellent verbal communication skills over the telephone, written communication through either e-mail or letter.

• Diplomatic nature to ensure company policy is followed and customers are left satisfied.

• Possess a flair for developing and maintaining good client relations.

• Self-motivated with excellent organisational skills and the ability to multitask effectively.

• Enthusiasm to learn new skills and ability to grasp large amounts of product information.

• Ability to read technical documents and drawings, and effectively communicate them to customers.

• Ability to accurately input data and maintain attention to detail, even when under pressure.

• Ability to react to unforeseen situations and proactively suggest and facilitate those solutions.

• Must be able to work as part of a team and provide excellent customer service assistance.