Hampshire

CEX Home Team Advisor

Job description          

Taking calls & answering emails from our indirect & direct consumer customers in relation to in and out of warranty claims, presale information or any other queries and providing a resolution or escalating to the appropriate team.
To answer and resolve a high volume of enquiries over telephone, email or social media working to department and company KPI to meet customer expectation.
To create accurate records ensuring all elements of the query are logged within nominated ISM/Customer Database to comply with GDPR and business need.
Assessing the requirement for in warranty service visits by carrying out troubleshooting and diagnostics using technical documentation and product guides and translating to ‘consumer appropriate’ language across entire product range to reduce cost of service
To work pro-actively providing feedback required and take ownership of professional development
To manage and prioritise own workloads, escalating where appropriate to Team Leaders and Mangers if unmanageable
To understand GDPR regulations and ensure that, at all times, the regulations are adhered to. To consistently comply with Health and Safety Regulations in all aspects of general duties.
Building rapport and relationships with our indirect consumer base and promoting our products and services at every opportunity
Participate in the department workflow and understand where to gain technical or customer service support to increase skill and technical ability
Understanding KPIs and the drivers behind the values associated with them and the impact they have to service levels and agreements
Ensure you adjust your style to engage your audience to promote the GDHV brand
Glen Dimplex Heating & Ventilation Hampshire jobs

Glen Dimplex Heating & Ventilation

Hampshire jobs

Hampshire jobs

 Hampshire jobs  Hampshire jobs

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Glen Dimplex Heating & Ventilation Hampshire jobs

Glen Dimplex Heating & Ventilation (Hampshire jobs)

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