After Sales Service Advisor
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Job added: 29 April 2022
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Salary : £18000 - £20000/annum
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Location : Sutton in Ashfield, NottinghamshireSutton in Ashfield, Nottinghamshire
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Job Type : Permanent
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Reference : 216335071
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Company : CV-Library
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We are delighted to be working on behalf of a leading manufacturer of luxury handcrafted furnishings. They are one of the largest international manufacturers of high-quality textiles and interiors and value their luxury design and quality.
They are part of an International Group, consisting of other major furnishings brands, therefore providing strong financial stability and wide market recognition. They have a need for an After Sales Service Advisor to join them on a full time and permanent basis.
You will be working with and reporting to the After Sales Manager and taking ownership of customer service issues through problems to resolution, acting as the main point of contact for external customers.
Key Responsibilities
* Deal with email and telephone enquiries ensuring prompt resolution to post - sales issues
* Acquire all service order details, photographs and customer contact details, clarifying any queries before processing the service complaint
* Raise the service matter on Case Management, and follow through to the appropriate stages
* Identify the issues and appropriately action in line with manufacture warranties response and communicate back to the retailer or consumer
* Ensure all open cases and service issues are checked regularly and followed up within the SLA
* Update retailer on service issue progress, updating all communication on the system
* Ensure operations are proactive in despatching parts and repairing RMAs
* Monitor communications to retailers and consumers for accuracy and appropriateness, ensuring they meet all brand communication guidelines
* Manage customer service standards across all forms of communication including email, telephone, and social media
* Ensure that appropriate records are maintained for all service issues
* Report to the after sales manager on recurring issues and ensure that appropriate measures are put in place to resolve these matters
* Ensure that the team comply with all aspect of Health and Safety policies
Points above are key areas but not an exhaustive list. The business may call upon you to complete other tasks in line with the role with the relevant training.
This vacancy is being advertised by New Resource Group. The services of New Resource Group are that of an Employment Agency
They are part of an International Group, consisting of other major furnishings brands, therefore providing strong financial stability and wide market recognition. They have a need for an After Sales Service Advisor to join them on a full time and permanent basis.
You will be working with and reporting to the After Sales Manager and taking ownership of customer service issues through problems to resolution, acting as the main point of contact for external customers.
Key Responsibilities
* Deal with email and telephone enquiries ensuring prompt resolution to post - sales issues
* Acquire all service order details, photographs and customer contact details, clarifying any queries before processing the service complaint
* Raise the service matter on Case Management, and follow through to the appropriate stages
* Identify the issues and appropriately action in line with manufacture warranties response and communicate back to the retailer or consumer
* Ensure all open cases and service issues are checked regularly and followed up within the SLA
* Update retailer on service issue progress, updating all communication on the system
* Ensure operations are proactive in despatching parts and repairing RMAs
* Monitor communications to retailers and consumers for accuracy and appropriateness, ensuring they meet all brand communication guidelines
* Manage customer service standards across all forms of communication including email, telephone, and social media
* Ensure that appropriate records are maintained for all service issues
* Report to the after sales manager on recurring issues and ensure that appropriate measures are put in place to resolve these matters
* Ensure that the team comply with all aspect of Health and Safety policies
Points above are key areas but not an exhaustive list. The business may call upon you to complete other tasks in line with the role with the relevant training.
This vacancy is being advertised by New Resource Group. The services of New Resource Group are that of an Employment Agency
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