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Join to apply for the Customer Aftercare Advisor role at TEMPUR UK Ltd
TEMPUR UK
Tempur Sealy Inc is the world’s leading premium mattress and pillow company. Tempur is focused on developing, manufacturing and marketing advanced sleep surfaces that improve the quality of life for people around the world. Tempur UK Ltd is a wholly owned subsidiary of Tempur Sealy Inc and employs over 160 staff and we have been successful for over two decades in the UK market. We are a multi-channel company and growing strongly. We sell unique, innovative products to many leading retailers including John Lewis, Bensons for Beds, Debenhams, Dreams and Furniture Village. We have a successful online business and in 2011 we opened our first own store. We now have 10 own stores including flagship stores at Bluewater and Westfield Stratford shopping centres.
TEMPUR UK
Tempur Sealy Inc is the world’s leading premium mattress and pillow company. Tempur is focused on developing, manufacturing and marketing advanced sleep surfaces that improve the quality of life for people around the world. Tempur UK Ltd is a wholly owned subsidiary of Tempur Sealy Inc and employs over 160 staff and we have been successful for over two decades in the UK market. We are a multi-channel company and growing strongly. We sell unique, innovative products to many leading retailers including John Lewis, Bensons for Beds, Debenhams, Dreams and Furniture Village. We have a successful online business and in 2011 we opened our first own store. We now have 10 own stores including flagship stores at Bluewater and Westfield Stratford shopping centres.
Hiring for 2 new Specialists
The ROLE
The After Sales Specialist is responsible for long term product service and knowledge. The person in this role is a specialist in providing care and advice for products that have been in use from 3 months onwards. Activities will include identifying faults and arranging suitable replacement parts, technical advice, arrangement of Homeserve visits where applicable and resolving open returns. We expect the person in this role to have excellent product knowledge of both current and heritage models and to engage in CPD. They are required to share the knowledge with the rest of the team.
We expect our specialists to be the knowledge owners for their areas and to work with the Customer Service Manager to identify knowledge gaps and operational improvements. Better every day!
Key Responsibilities
* Ensuring that all daily procedures are complete in line with KPI’s
* Answering of phone calls.
* Responding to customers on the Chat function
* Effectively solve customer challenges and problem.
* Maintain and update accurate notes on D365
* Trouble shooting and problem solving
* Communicate with internal departments as and when required
* Support and Cover areas within the department if required
* Responsible for cross training the rest of the team of certain job roles and functions to ensure that all work can be completed during holiday periods.
* Ad hoc duties
* Sending Adhoc Parts
* Sending Swatches to all customers
* Manage Swatch Levels and ordering more when required
* Quotes for replacement covers.
* Processing Manual orders for items not sold on the website
* Part Control and Management of spare parts kept within the office
* Processing Tech Costs
* Managing Service requests – making decisions and sending our parts, raising new orders, RMA’s as required.
* Requesting Homeserve reports for customers.
* Actioning Homeserve reports accordingly
* All warranty concerns for consumers and Retailers
Knowledge/ Skills/ Experience/Profile
* Must be able to work in a fast paced environment
* Should have an understanding of our products and the warranty process
* Providing first class Customer service by talking directly and honestly with our customers and developing a deep understanding of what they need at the point of contact and beyond
* Need to be organised and self-efficient.
* Outstanding verbal and written communication skills
* Must be able to work independently, as part of a small team and then part of the wider team
* Must be able to produce and present training material for other Specialists within the team
* Adaptable and open to change and progression.
* Understanding, prioritising and escalating our customers issues and following through to resolution
* Great attention to detail
* Excell in investigating Customer problems, getting to the root cause and finding a resolution
* All Specialists to work 40 hours per week, Monday to Sunday – hours covering 08.00 – 19.00
* Key Account Management, Retail Ordering Specialist and Amazon and Emerging Retailer specialists to cover each other
Reporting Structure
This role will report to the Customer Service Manager
Location
The Importance of our staff is shown in the overall company Culture. we are vibrant and engaging and do a lot to ensure we have a positive work environment and relationship with our colleagues and are passionate for the company and our companies growth. This is achieved by staff working full time in Office based in HAYES.
Company Benefits
* Private Medical Insurance
* Staff Lunches Monthly
* Monthly Townhall Updates
* Early Friday finish*
* Fresh Fruit and Healthy Snacks Daily
* Social Events: Christmas Party/ Away days
* Free Eye Care Vouchers*
* Family and Friends Discount Scheme*
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Consumer Goods
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