Aftersales Executive

**Aftersales Executive**

**£29,000 - £31,000 per annum**

**Wokingham**

Our client is looking for an energetic and service orientated Aftersales Executive who will be responsible for providing timely responses to customer aftersales queries, conducting first line trouble shooting. This role plays a key part in providing a high-classlevel of service in terms of 'First Time Fix Rate' and 'Time to Service'.

**Overvie**w of the role

The Aftersales Executive plays an important role in the aftersales technical support of for our client.

The key aspects of the Aftersales Executive role are as follows;
**Aftersales support;**
- Take ownership of all aspects of inbound and outbound customer contacts including query resolution and managing service issues. Understanding and listening to customer concerns and correctly identifying customer complaints to resolve first time, ensuringcomplaint escalation where appropriate. Answering questions, resolving issues, and handling complaints. Expertly looking after customer needs across the business
- Maintaining accurate records of customer contact using the complaints system and managing outstanding issues that require resolution in line with the Company’s customer complaints procedure, escalating customer concerns where required
- Understand customer needs and maintain ongoing relationships liaising with Field Sales to nurture and retain customers
- Ensuring all customers receive regular, proactive and accurate updates
- Be able to consider customers unique circumstances and take responsibility to arrive at a solution that satisfies the customer.
- Communicate effectively and manage the performance of the external service providers
- Manage customers’ expectations, be honest, supportive, professional and friendly
- Deal with customers queries promptly and provide first contact resolution where possible
- Using internal systems to ensure that a customer’s records are accurately maintained and are up to date
- To consistently deliver an outstanding level of customer service
- To answer calls in a timely and professional manner
- Instigate and manage technical investigations, creating written internal and external reports and liaise with the Quality representative as required
- Working with the Operations Manager to support the field sales team in sales meetings as required with regards to the national service support and reliability of product.
- The Aftersales Executive will be responsible for CSMS (Customer Service Management System)/ Super Office recording providing reports to the Operations Manager on a monthly basis.
- Co-ordinate the training system and course offering available to customers.
- Conducting regular meetings and reviewing stock holdings, warranty failure rates, product reliability and service performance
- To liaise effectively with all department colleagues and staff throughout the wider business
- Good communicator both verbally and in written communications and reports.
- Experience of working in a customer services environment.
- Methodical and considered approach to work.
- Ability to learn and adapt to technology changes in products and systems.
- Self-sufficiency.
- Ability to work well with others and develop and maintain working relationships.
- Competency with Microsoft office products.
- Excellent time management.
- Experience of working with technical colleges or within a technical environment.

**Key duties for the Aftersales Executive**
- Aftersales customer support.
- Project management of technical, service or development activities.
- Field service management.
- Managing the product training offering
- Investigatory work and report writing.
- Overall co-ordination of the customer support team
- Provide statistical and fault analysis information to the Management team

**Must hold a valid UK driving licence.**

The successful Aftersales Executive may be required, on occasion, to go on site visits, sales meetings or attend exhibitions. This role may include travel and overnight stays.

**For further information on this Aftersales Executive role, please get in touch with Andy at Contact Point Resourcing