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Customer Support Coordinator

2 weeks ago

Manchester, United Kingdom Mitsubishi Electric Full time

**Customer Support Coordinator**:
**Are you looking to build a career within a Global Company with opportunities for growth and development? Do you want to join a company that that is making a difference?**

**Office Location**:Trafford Park, Stretford, Manchester M41 7LY

**Hours of work**: Monday - Friday, 9:00 - 17:00

**About Us**:
We, the Mitsubishi Electric Group, will contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity, as a leader in the manufacture and sales of electric and electronic equipment used in Energy and Electric Systems, Industrial Automation, Information and Communication Systems, Electronic Devices, and Home Appliances.

**Role summary**:
We have a fantastic opportunity to join our Customer Support Team where you will be a front-line support for our customers within Residential Life Cycle Solutions (RLCS). Providing Service & Maintenance solutions through telephony, online and site visit support, you will play a pivotal role within our Field Operation to ensure that we deliver our customer promises and constantly strive to deliver standards of excellence.

You will be directly influencing the customer journey through the administration of new contracts, maintaining existing customer relationships, and scheduling engineer response to customer needs. Your feedback will help to shape the future vision for the customer experience. Your work will play a key role in achieving our aim in becoming truly customer centric, ensuring the best experience for our customers. s

**Skills/Responsibilities**:
**To be successful in this role you will need to**:

- Administer and Schedule Homeowner engineer visits for both, Service & Maintenance works
- Collaborate with team members and field engineers to maximise productivity and utilisation
- Take ownership of the customer journey e2e, delivering service excellence
- Provide tailored advice and recommendations to customers.
- Promote the benefit of ME Service & Maintenance packages to help grow our customer portfolio 3 Drive customer retention and loyalty to meet KPI targets.
- Promote customer feedback through platforms such as Trust Pilot and NPS
- Play your part in delivering agreed individual and team KPI's & SLAs
- Ensure resolution of customer issues by taking ownership of customer concerns and complaints, working with stakeholders to ensure we achieve and exceed our Guaranteed Service Standards.
- Support and establish what customers need from an education platform and feed the customer requirement into the management team to create an education platform for residential customers
- Maintain accurate records on Mitsubishi’s internal systems providing a clear and concise audit trail Solution focused, working with our field engineers to provide options and resolutions to system faults and enhancements
- Ensure all documentation is completed within set timescales, in accordance with industry standards and regulation.
- Communicate with customers through their preferred platform, with the upmost professionalism at all times.
- Awareness of changes to product support, through collaboration with our Product support and Warranty teams to ensure we deliver the right outcomes for the customer and for the business
- Enhance the customer journey and the efficiency of our operating model.
- Where improvements can be made, be sure to positively highlight and implement them to continually improve your individual performance, and that of your team

**In return for your commitment, we will offer you some fantastic benefits**:

- **Generous annual leave allowance** - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year
- **Flexible Working** - we offer a range of flexible working options that include working from home or hybrid working
- **Pension**:

- **Life Assurance**:

- **Group Income Protection Scheme**:

- **Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi**:

- **Access to Mitsubishi’s very own discount platform**:

- **Colleague Referral Scheme**:

- **Holiday Buy**:

- **Long Service Awards**:

- **Cycle to Work Scheme**:

- **Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)**:

- **Employee Assistance Programme including additional services Eldercare & Best Doctors**

**Equality and Diversity**:
As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development.

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

**Salary**: £28,000.00-£30,000.00 per year

**Benefits**:

- Cycle to work scheme
- Private dental insurance
- Private medical insurance
- Referral programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Manchester, M41 7LY