Warranty Support Executive

First Recruitment Services Limited
Horsham, West Sussex
17 Oct 2016
21 Oct 2016
Education, Support
Contract Type
Due to exciting growth we are looking to recruit a Warranty Support Executive to work as part of our clients team in Horsham supporting their valued customers. This includes taking support calls by telephone, email and via web portals. Job role: Be a first and single point of contact for all customer enquiriesRespond to calls, email and other customer alerts promptlyProvide exceptional customer service at all times, ensuring customers are regularly updated on developments in accordance with any incident and request management processesMaintain a commitment to keeping customers informed and build and maintain relationships of trust with customersSet realistic and achievable expectations with customers on communication and resolution timeframesAct as an escalation point for partner or suppliers as requiredEnsure the correct process and procedure for customer/supplier contact are followed at all timesFollow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issuesLog and follow-up on faults/repairs with external suppliersEnsure systems are regularly and accurately updated in accordanceIf required, pro-actively seek guidance from other technical teams / management to identify and propose resolutionsHighlight any trends or patterns in technical issues to managementEnsure that the correct process and procedures are followed for claims management and escalations Experience & Skills: Experience of working in a customer service role in a professional business environment would be preferred.Excellent communications skills, both verbal and written.A professional and positive attitude.A willingness to be flexible in order to deliver results.Excellent attention to detail.A passion for excellent customer service and a drive to deliver quality results in all areas.Excellent organisational skills, capable of managing priorities and delivering results within deadlines. First Recruitment Services are acting as an employment agency in relation to this vacancy.