Shape & Create - And make it happen!
The Villeroy & Boch Group with its Ideal Standard brand is one of the world's leading manufacturers in the ceramics and lifestyle sector. With our innovative and stylish products from the Dining & Lifestyle and Bath & Wellness segments, we have been creating moments and rooms to feel good in since 1748. Our success is based on the passion, design expertise and innovative strength of our more than 13,000 employees in 42 countries.
Want to become part of us? #shapeandcreate
Job Overview
Reporting to the Customer Care Team Leader, you are responsible for delivering an after-sales service which supersedes any within our industry, supporting our reputation as a global market leader. You will have a positive and enthusiastic attitude and be an integral member of a high-performing customer-centric Customer Care team. You will assist and support the Sales and Quality Teams to ensure that customers receive an exceptional experience from initial enquiry and diagnostics through to case resolution. You will have a challenger mindset and share case findings and technical data which help reduce quality issues, ensuring that you provide a streamlined and cost effective process for after sales. You will be an excellent communicator / mediator who will resolve disputes and issues in a professional manner to achieve the best outcome for the customer and Ideal Standard.
Responsibilities, Accountabilities and Duties
Provide a bullet point list of the main responsibilities, accountabilities and duties of this job.
1. Provide a professional and efficient service to register and rectify product issues as a member of a high performing, customer-centric driven team
2. Deliver technical and diagnostic advice to assist customers pre, during and post product installation
3. Advise customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction
4. Provide enhanced support during the period of warranty and/or facilities management site activity which enhances the relationships and opportunities created by the Sales teams
5. Work in accordance with standards / procedures / KPI measurements to ensure optimal customer experience as defined by the customer charter
6. Provide professional and descriptive post issue reports which support issue resolution and contributes to the ongoing analysis of product and quality issues by the Product and Quality teams
Skills
Provide a bullet point list of the skills that are necessary for someone to fill this position.
Bullet points you may want to include are:
7. Previous experience in a customer service / after sales role
8. Ability to deal with difficult, challenging and complex technical situations
9. Knowledge of the Tender / Supply Chain / Order Fulfilment process
10. Driven, with a customer-focused mind set
11. Ability to build and maintain strong relationships to support the department strategy
12. Excellent communication skills (including verbal and written)
13. A dynamic and flexible approach as well as the ability to work under pressure
14. Organised, with the ability to prioritise and take ownership of work
15. Ability to deal with difficult and challenging situations
16. CRM / SAP / Sales force
17. Outlook / Excel / Word
Think outside the box with us! #shapeandcreate