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Date Added: Tue 21/09/2021

Aftersales Customer Service Specialist

Berkshire, UK
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Job Type: Permanent, FullTime

Salary: £22000 - £23500/annum plus attractive benefits

We are recruiting for a well-established organisation, whose UK office is based in Bracknell, Berkshire and they are seeking Aftersales Customer Service Specialist to join their busy team.
Salary £22,000 - £23,500 per annum dependent on skills and experience.
The Aftersales Customer Service Specialist is responsible for providing timely responses to customer aftersales queries, conducting first line trouble shooting and booking field engineer visits. This role plays a key part in providing a high-class level of service in terms of 'First Time Fix Rate' and 'Time to Service'.
Previous technical experience is not required, full training will be given.
Duties and Responsibilities

Guarantee timely, complete resolution of problems reported by clients via telephone or email support, through the delivery of parts and/or scheduling of on-site visits by the Technical Engineers
Handle support requests originating from clients and transfer of the resultant parts order to the back office
Guarantee customer satisfaction by professional technical assistance standards related to costs, service quality and quickness
Guarantee product data collection from the market
Manage the collection feedback data related to the products
Proactively support CATs in order to keep support costs down
Effective recording and management of incoming cases (Technical issues and queries) and Customer complaints
Act as first-line troubleshooting and timely escalation to meet customer SLA's
Interact with Service Teams to ensure timely resolution of issues in line with Customer SLA's
Maintain data accuracy within the working systems at all times
Skills and experience

1-3 years' experience in a call centre environment or in a customer service support role
Strong phone and verbal communication skills along with active listening
Knowledge of customer service practices and principles
Familiarity with CRM systems
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
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