LightwaveRF Customer Experience Associate

2 days ago


Aldridge, Walsall, United Kingdom Getting In Limited Full time
Role Summary
The Customer Experience Associate role at LightwaveRF is an exciting opportunity to join a dynamic team and contribute to delivering exceptional customer experience. As a key member of our support team, you will be responsible for troubleshooting and resolving hardware and software issues related to smart home products, collaborating with cross-functional teams to escalate complex issues, and addressing customer queries and issues via phone calls and support tickets. You will also be required to maintain a high level of product knowledge and stay up-to-date with new product releases and features. If you have a strong passion for delivering exceptional customer service and are eager to learn and develop your skills, we encourage you to apply for this exciting opportunity.

Responsibilities
Your key responsibilities will include:
  • Troubleshoot and resolve hardware and software issues related to smart home products.
  • Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution.
  • Answer inbound phone calls promptly and professionally, addressing customer queries and issues.
  • Respond to customer support tickets in a timely and efficient manner.
  • Organise and coordinate returns for customers with faulty items.
  • Update the CRM system with relevant and accurate information.
  • Maintain a high level of product knowledge and stay up-to-date with new product releases and features.
  • Provide feedback to the product development team on potential product improvements based on customer interactions.
  • Assist other departments during quieter periods.

About Us
At LightwaveRF, we are passionate about delivering exceptional customer experience and exceeding our customers' expectations. We believe in investing in our employees and providing them with opportunities for career development and progression. Our company culture is built on teamwork, innovation, and a commitment to excellence. If you share our values and are eager to contribute to our success, we encourage you to apply for this exciting opportunity.

What We Offer
We offer a competitive salary of £25,000 - £28,000 per annum, depending on experience, as well as opportunities for career development and progression. You will also receive 20% off-the-job training during this apprenticeship, which is included in your weekly working hours. Our training is delivered both face-to-face and remotely via Teams with a development coach available for support 24/7.

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