Customer Experience - Partner & B2B Customer Support
Join to apply for the Customer Experience - Partner & B2B Customer Support role at Dimplex UK
Customer Experience - Partner & B2B Customer Support
3 days ago Be among the first 25 applicants
Join to apply for the Customer Experience - Partner & B2B Customer Support role at Dimplex UK
Company Overview
Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.
Company Overview
Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.
Main Purpose of Role
Glen Dimplex is all about promoting our products and services and our contact centre is no exception. We’re dedicated to delivering world class service and that means having a world class team. In the role you will be responding to all types of B2B Customer led correspondence and queries and you will be delivering the highest level of customer service ensuring Brand integrity and loyalty.
Key Accountabilities
* Taking calls & answering emails from our Trade, Retail, Contracting and indirect B2B customers in relation to in and out of warranty claims, presale information or any other queries, provide a resolution or escalating to the appropriate team
* 1st responder for technical queries, via email and telephone calls
* Resolving any query that the customer may have where it be a service request, part & product availability, or safety information, applying technical and logical problem-solving skills to reduce cost of service
* Provide support to customers responding to general technical queries or enquiries.
* Liaise with Sales Managers, Engineers, logistics and the wider Commercial Team to obtain a satisfactory outcome for both the customer and the business balancing customer expectations and commercial impact to GDHV
* Build meaningful relationships with our B2B customers so they have a point of contact in the team and continue to promote GDHV products & services to increase profit
* Ensure you adjust your style to engage your audience and provide the best possible resolution, balancing business and customer needs
* Through daily duties, highlight any potential issues to the B2B Team Leader to avoid any impact to SLA and department KPI or cost of service
* Recommend improvements to the B2B Team Leader & other senior managers, demonstrating sound rationale, an understanding of the implications and steps that can be taken to mitigate any risks to enhance the service and reduce commercial impact
* Updating the B2B contacts record on a daily basis ensuring that all completed correspondence is recorded accurately and carrying out regular customer account reviews to ensure information is maintained
* Attend customer site meetings as and when required, in order to develop best practice and improve communication with GDHV customers and specifiers
* Understanding KPIs and the drivers behind the values associated with them and the impact they have to service levels and agreements
* To manage and prioritise own workloads, escalating where appropriate to Team Leaders and Mangers if unmanageable
* To work pro-actively providing feedback required and offer suggestions to improve the overall customer experience
* Take ownership of professional development through 121 reviews and PDR’s
* 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.
Essential Criteria
Skills, Knowledge and Experience
* Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
* Specializes in assisting customers, mainly through diagnosing and solving issues using their product and service expertise
* Ability to maintain customer focus whilst troubleshooting and solving technical issues
* Technically minded and pro-active in approach
* Creative thinker, to be able to develop innovative ideas to improve customer service standards
* Ability to work well under pressure
* Excellent written and verbal skills
* A commitment to continuous improvement both personally and for the role.
Desirable Criteria
* Knowledge of HVAC Industry
* Knowledge/experience of mechanical heating services (plumbing/electrical) beneficial
* Customer Service within a Contact Centre - Inbound or Outbound
* Working to targets/SLA/KPI
Complexity and Creativity
* Use logical thinking to resolve complex customer issues
* Commercially creative to drive low-cost resolutions keeping the customer perception in line with resolution
* Provide detailed feedback and process improvement
Travel
You will be required to travel, on occasion, to other parts of the GDHV business both within the UK and Ireland.
Glen Dimplex Values
Skills
At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to:
* Think Customer
* Care About People
* Value Innovation
* Keep It Simple
Acknowledgement
This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Administrative
* Industries
Appliances, Electrical, and Electronics Manufacturing
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