Customer Experience Advisor in Pembroke Dock

1 month ago


Pembroke Dock Hybrid Role, United Kingdom Genpower Ltd Full time

Genpower is the exclusive distributor of Hyundai Power Products for the UK and Ireland, supported by a team of over 120 colleagues.

In 2022, we became the worldwide distributor for JCB portable power and petrol equipment. We have also secured the UK distribution, working alongside a great partner as a sub-licensee, for JCB Tools – corded, cordless, hand and bench top products in the growing range. We also offer a portfolio of our own brands.

Main Duties:

Frontline support to our customers – dealing with incoming telephone calls, live chat and emails and providing support in the first instance.

Raising cases and escalating calls to our Technical Support Advisors if required.

Delivering a high standard of customer service and information through the provision of clear, concise help and support.

Using FAQs, self-help guides and other resources to assist customers.

Building and developing technical knowledge of our range to ensure best equipped to advise our customers.

Working in line with warranty terms & conditions, data protection, GDPR etc.

Working with our parts, workshop and ecommerce teams to ensure queries are resolved efficiently and effectively.

Full 360 degree case management and resolution for our customers, monitoring progress throughout and providing updates as necessary.

General administrative support to the department as required.

During busy periods, you may be required to work flexibly in a customer service role to support other departments as needed.

Working to achieve all departmental KPIs including SLAs, quality of call, quality of customer service, efficiency targets etc.

Corresponding with our dealers and assisting them with their customer aftersales and technical queries.

What are the benefits?

Competitive salary.

Bonus Potential

Hybrid Working Scheme

Private AXA Health Cover.

Perkbox

20 days annual leave plus 8 bank holidays.

Increasing holiday allowance with service.

Career development opportunities



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