Job Title: Customer Support Specialist
This role plays a vital part in ensuring that customers receive timely, professional, and effective support.
The ideal candidate will be confident and professional when dealing with customers, possess excellent communication and organisational skills, and be able to prioritise tasks and manage time effectively.
* Key Responsibilities:
o Managing customer enquiries and complaints via various platforms
o Liaising with suppliers and internal departments to ensure efficient issue resolution
o Processing stockist returns and handling faulty product reports daily
o Organising product collections and coordinating with the Despatch department
o Overseeing repairs for items such as worktop jigs and power tools
o Supporting Service Agents with information and managing warranty claims
o Assisting the Technical and Sales Teams with queries and order processing
Key Performance Indicators:
* Responding to calls within four rings where possible
* Resolving customer service issues promptly and professionally
* Responding to emails within one working day
* Processing returns, repairs, and collections within defined timeframes