Customer Experience Advisor Remote
Job description
Role Title: Customer Experience Advisor
Reports to: Aftersales Manager
Responsibility for: Aftersales support
Location: Remote
About us:
Genpower Ltd is the exclusive distributor of Hyundai Power Products for the UK and Ireland, supported by a team of over 120 colleagues. Our portfolio of brands also includes P1 Power Equipment, Evopower, Gardentek & Be Pressure & JCB.
Within this role you will deliver front-line help and support to our customers in an effective and efficient manner. You will be professional, courteous, analytical, empathetic and have exceptional organisational skills to manage customer cases from start to finish. This role involves responding to customer enquiries via our online messaging centre, telephone and live chat facility.
Main Duties:
- Frontline support to our customers - dealing with incoming telephone calls, live chat and emails and providing support in the first instance.
- Raising cases and escalating calls to our Technical Support Advisors if required.
- Delivering a high standard of customer service and information through the provision of clear, concise help and support.
- Using FAQs, self-help guides and other resources to assist customers.
- Building and developing technical knowledge of our range to ensure we are best equipped to advise our customers.
- Working in line with warranty terms & conditions, data protection, GDPR etc.
- Working with our parts, workshop and ecommerce teams to ensure queries are resolved efficiently and effectively.
- Full 360 degree case management and resolution for our customers, monitoring progress throughout and providing updates as necessary.
- General administrative support to the department as required.
- During busy periods, you may be required to work flexibly in a customer service role to support other departments as needed.
- Working to achieve all departmental KPIs including SLAs, quality of call, quality of customer service, efficiency targets etc.
- Corresponding with our dealers and assisting them with their customer aftersales and technical queries.
- To support our online presence by taking ownership of our customer and product review process.
- To identify and respond to customer feedback left via ecommerce sites, eBay, Amazon, social media, Trustpilot etc.
- To strive to achieve 5 star status across all platforms.
What are the benefits?
- Competitive salary.
- Hybrid Working Scheme
- Private AXA Health Cover.
- Perkbox
- 20 days annual leave plus 8 bank holidays.
- Increasing holiday allowance with service.
- Career development opportunities
To apply, please send CV and cover letter outlining your suitability.
Job Type: Permanent
Salary: £23,500.00 per year
Benefits:
- Company events
- Company pension
- Gym membership
- On-site parking
- Private dental insurance
- Private medical insurance
- Store discount
Schedule:
- Day shift
- Monday to Friday
Experience:
- Customer service: 2 years (preferred)
- Aftersales: 1 year (preferred)
Work Location: Remote
