Primary Responsibilities:
Service
* Provide first class customer service to all GROHE UK customers handling inbound service contacts received via both calls and emails (with an even split between them)
* Handling all technical product questions using training and systems available to provide the customer with the appropriate resolution
* Provide product fault analysis for customer with product issues, assessing whether the fault falls within our warranty conditions and managing appropriately. Identifying necessary spare parts and dispatching, along with an engineer if needed
* Give accurate specification advice to customers of differing technical expertise understanding Grohe's product portfolio to offer a complete service (training provided)
* Provide installation support to all customers with differing technical expertise across the full range of GROHE products
* Consistently develop your knowledge of GROHE products by completing all company training and via self learning
Warranty
* Pro-actively manage new and existing warranty claims. Checking progress of existing warranty claims and switching orders as necessary to meet agreed SLA's
* Administration of Warranty processes, from invoice approval, Out of warranty invoices, processing customer payments, engineer job sheet processing, fault reporting through to complaint handling
* Balance the need to meet our customers expectations with also providing cost effect solutions to ensure we deliver our warranty budget
General Company:
* To act as an ambassador for GROHE UK always and to ensure that Group values are upheld to both external and internal contacts, through appropriate behavior and performance
* To undertake any other duties, which may be reasonably assigned from time to time
* Actively sell benefits of Grohe products within defined boundaries
Key Deliverables:
* Handle all inbound telephone calls within the defined SLA
* Handle all inbound Service cases within the defined SLA
* Deliver service quality targets
Closing Date: 12/07/2024