- Job description
Duties & Responsibilities
- To act as an initial point of contact for technical support queries from customers, installers and end-users
- Provide excellent customer service and aftersales support to ensure customers are given the best available solutions
- Working as part of a dynamic aftersales support team working with customer service, services engineers, design and quality control departments
- Supporting regional and export sales representatives with technical and aftersales issues.
- Work with the aftersales team to prioritise and schedule service engineer callouts and product display installations.
- If required, travel to solve aftersales queries with service engineers assisting in the communication and documentation of the problem and the follow-up result.
- Co-ordinate orders and / or delivery of spare parts for service call out and display fit outs.
- Generate technical reports for the customer regarding technical issues when the need arises.
- Liaise with Quality Assurance Manager on all product quality issues to ensure that all customer feedback is taken on board in the production process.
- Managing product specification spreadsheets provided by Design team and sending relevant ones to customers and sales team.
- As career advances when fully trained and inducted willingly assisting with mentoring, training and support of other members joining the team
- Organise product samples for customers when required.
- Offering sales-cover taking incoming phone calls to the sales office from time to time
- Representing the business in a professional and positive manner at all times
- Maintaining a positive attitude when faced with challenging circumstances
The ideal candidate will be /have:
- 2 years’ experience in a similar role with a proven ability to deliver excellent communication & customer service standards.
- A good technical ability is a must for this role. A back ground in the plumbing trade would be a distinct advantage for this role and/ or a knowledge of how to read architect product specs
- Professional telephone manner Highly organised and have an excellent eye for detail and accuracy
- Good computer skills. (Working knowledge of all Microsoft Office packages).
- Excellent communication skills, both written and verbal and be a good listener
- The ability to analyse and solve problems in a prompt, efficient and calm manner.
- Have proven team-working skills but also the ability to work on their own initiative
- Be interested and willing to attend sales presentations, product demo’s or trade shows
- Have a full clean driving license
