WHY TCL?
Our Company:
Founded in 1981, TCL Electronics (HKSE 01070) is a global leader in consumer electronics with over 130,000 employees across 160+ countries. We are proud to be the Global No. 1 brand in Mini LED TVs, Google TVs, and Ultra-Large Screen TVs.
TCL is distinguished by its vertical integration model—producing LED TVs from start to finish—and is recognized as one of the fastest-growing high-tech brands worldwide.
Our brand ethos, “Inspire Greatness,” fuels our drive for innovation and excellence in everything we do.
The Opportunity:
Join our Customer Care Team, as Warranty Repair / TAT Supervisor. This hybrid role requires attendance at our Slough office.
Due to continued growth, we require a Warranty Repair / TAT Supervisor, to play a key role within TCL Customer Care Team, delivering excellent customer service to our customers.
Supporting the UK Customer Care manager, you will oversee daily warranty repair activity within the UK & Ireland.
Maintaining service levels and promoting best practice with TCL Authorised Service network, overseeing day to day activities for, Work in Progress, Resolving complex cases, reporting warranty repair activity and working with internal and external stakeholders.
Key Accountabilities:
* Daily monitoring & reporting of TCL warranty repair activity.
* Overseeing TCL Authorized service providers maintaining SLAs objectives and ensuring aftersales policies are followed.
* Liaising with internal teams, Spares, Technical & Quality and managing complex cases.
* Delivering excellent customer service to B2B & B2C customers.
* Acting as assistant to Customer Care manager and coverage in absence.
* Daily/Monthly reporting
* Ad hoc Duties.
1. Experience Required:
* Previous experience within a B2B & B2C customer service/aftersales warranty environment.
* Good technical skills, ability to understand technical documents/exploded parts drawings and understanding of consumer electronics.
* Reporting using Excel and system data.
* Experience working in a corporate, multinational, fast-paced environment would be an advantage
2. Skills & Attributes:
* Strong organizational skills with excellent attention to detail.
* A proactive, hands-on and flexible approach to work.
* Effective communication skills, both written and verbal.
* Customer service focused.
* Ability to manage multiple tasks and priorities effectively.
* Proficient in Microsoft Office applications (Word, Excel, Outlook).
* Ability to work under pressure, while maintaining aftersales policies.