Customer Service

Life is too short to work just anywhere

KTM SPORTMOTORCYCLE UK LTD is the UK subsidiary of the Pierer Mobility AG, which comprises of KTM, Husqvarna, GASGAS, MV Agusta and WP Suspension, as well as being the distributor for CFMOTO Motorcycles.

The Task awaiting you:
Reporting to the Head of Customer Service, the main responsibilities will include:
Dealer Support - First Level:

- Dealer support - deliver technical, warranty, Parts Garments and Accessories support via an online ticket-based system, processing all cases through to conclusion at the highest standards.
- Diagnostic support - support the dealer networks with guided workflows and the operation of equipment to ensure accurate and speedy resolution of cases.
- Warranty claims - processing of all claim types.
- Technical training - deliver certain attended training courses, in line with planned training calendar and curriculum.
- Parts Returns - processing of parts requested for return by R&D for further investigation, including relevant customs documentation.
- Product feedback - review dealer product feedback reports and escalate to Headquarters where required, as well as producing subsidiary product feedback reports based on warranty data analysis.
- Diagnostic tool maintenance / repairs / loan spare parts within the dealer networks.
- Dealership relationships - build and maintain a constructive relationship between the KTM Sportmotorcycle UK and its dealer networks.
- Attend international technical training courses and customer service department meetings for subsidiaries, when required.

Dealer and End Customer Support - Second Level:

- Support end customer service advisor team, with feedback for customer enquiries and process them to conclusion via the use of ticket system, to accurately log and record customer and dealer communications relating to all active cases.
- Cover end customer service advisor responsibilities when required, during periods of leave within team.

Reporting:

- Responsible for ensuring product feedback reports are regularly compiled when required, providing high quality feedback allowing investigation by the R&D department.
- Escalation of high-level cases to the Head of Customer Service, where escalation to headquarters is required to ensure fast and quality resolutions are in line with providing high customer service levels.

Personal Development:

- Participating in any personal and professional development opportunities to ensure continued professional development within the role including attended and online company training courses.

Additional:

- Attend daily customer service department meetings.
- Follow company and department procedures.
- You will be required to work additional hours / days (e.g., shows, exhibitions, and other marketing and dealer events).
- Any other duties as reasonably required which may include overnight stays.

You will be able to demonstrate a good record of technical diagnostic skills, technical training, aftersales achievements, realise opportunities and deliver company goals with a positive attitude to getting the job done.

Essential
- Calm personality
- Excellent communication skills - verbal and written
- Well organised in your approach to your work
- Strong team player and hard working
- An ability to prioritise, function on multiple projects, work under pressure and adapt to different working conditions
- Excellent relationship management skills
- High level of computer literacy including IT skills across Microsoft Office
- Ability to learn new computer software quickly
- Ability to learn new skills quickly
- A full motorcycle and car driving license (with no more than six points)
- Based within a commutable distance of KTM UK subsidiary in Silverstone

**Benefits**:
In return we offer the following benefits:

- Working hours: 8.45 am - 5.15 pm. Monday - Friday
- Excellent work environment in award winning offices
- A very competitive salary and bonus scheme
- Company pension scheme starting with a contribution of 3.5% of salary
- 29 days annual leave per calendar year plus bank holidays
- Paid overtime for working weekend end customer events and shows
- Private healthcare
- Travel expenses
- Staff discount scheme - motorcycle, bicycles, parts, garments, and accessories
- Flexibility to work from home up to 2 days per week (after probation period)

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Private medical insurance
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- customer service: 5 years (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person