Reviews Coordinator

5 months ago

Pembroke Dock, United Kingdom Genpower Ltd Full time

Job title: Reviews Coordinator

Responsible for: Our customers

Hours: 42.5 per week, Monday to Friday 8am to 5pm

Location: In office at our Pembroke Dock HQ

Genpower is the UK & Ireland Distributor for Hyundai Power Products, Scheppach UK and worldwide distributor for JCB Tools and power products. Our portfolio of brands also includes P1 Power Equipment, Evopower, Gardentek & BE Pressure. From our 120,000 sqft headquarters in Pembroke Dock and new 100,000sqft distribution centre in Newport, we distribute to an approved dealer (reseller) network and direct-to-consumer via our ecommerce channels and specialist online retailers.

We are presently seeking a Reviews Coordinator to join the team to support our customer service strategy and growth plans. Within this role, you will be responsible for overseeing our reviews platforms and ensuring a high level of customer service and resolution is achieved. Alongside this, you will also work in a front-line capacity to deliver help and support to our customers in an effective and efficient manner. You will be professional, courteous, analytical, empathetic and have exceptional organisational skills to manage customer cases from start to finish. This role involves responding to customer enquiries via our online messaging centre, telephone and live chat facility.

**Key duties to include**:

- To investigate and respond to reviews and enquiries from our customers. This will involve monitoring multiple platforms to include Trustpilot, Google reviews, ecommerce sites and social media pages.
- To resolve product or service problems in the first instance by determining the cause of the problem; selecting and explaining the best solution to solve the problem and following up to ensure resolution.
- Working closely with internal and external points of contact.
- To work to resolve customer complaints and to turn around reviews around into a positive customer experience.
- To assist managers in identifying areas of improvement based on feedback from complaints and enquiries.
- To assist in monitoring the implementation of resulting improvements and initiatives.
- To proactively work to gain positive customer reviews and feedback for our products and services.
- To strive to achieve 5 star status across all platforms.
- Raising cases and escalating calls to our Technical Support Advisors if required.
- Using FAQs, self-help guides and other resources to assist customers.
- Working in line with warranty terms & conditions, data protection, GDPR etc.
- Full 360 degree case management and resolution for our customers, monitoring progress throughout and providing updates as necessary.
- Working to achieve all departmental KPIs including SLAs, quality of call, quality of customer service, efficiency targets etc.

**Requirements**:

- 3+ years’ experience within customer service.
- Demonstrated experience of complaint resolution.
- Excellent telephone manner.
- IT literate.
- Organised, methodical and analytical.
- Enthusiastic and friendly.
- Ability to build rapport with a diverse customer base.

**What are the benefits?**
- Competitive salary.
- Private AXA Health Cover.
- Perkbox
- 20 days annual leave plus 8 bank holidays.
- Increasing holiday allowance with service.

**To apply, please submit your CV and Cover Letter**

**Job Types**: Full-time, Permanent

**Salary**: From £24,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Employee discount
- On-site parking
- Private dental insurance
- Private medical insurance

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Pembroke Dock, SA72 4RW: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 3 years (preferred)

Work Location: In person

Reference ID: LS.08.03

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