Position Overview
Take responsibility for escalated customer queries pertaining to our products. This will include investigating and resolving escalations within set timeframes and SLAs, conducting root cause analysis into issues encountered and analyzing trends in an effort to contribute to process improvement where possible.
Essential Job Functions
Interpreting and analyzing management information and statistical reports
Providing high quality support and service to internal and external customers
Ensuring feedback is provided on resolution within agreed SLAs
Maintaining relationships with customers internally and externally
Providing feedback and recommendations based on trends identified
Actively following up on any escalations that have not been resolved
Ensuring outputs are met in accordance with strategic targets, etc
Essential • Grade 12 Preferred • Bachelor’s degree in sales, marketing, or related field
WORK EXPERIENCE
Min of 3 years’ experience dealing with escalated queries in a customer care environment.
Have the power of persuasion
Be honest and trustworthy with an exceptional telephone manner
Computer Literacy (MS Excel, Word &Outlook)
Experience dealing with escalated queries pertaining to boiler products
An understanding of CRM systems
Professional flexibility in working hours while supporting daily business hours
Will interact with internal and external customers
UK working hours
UK Public holidays
