Job title – Country Support Advisor
Location – Datchet
Salary – £28,000 - £36,000 per annum
Duration – Perm/Full-time
Sector – Customer Service
An opportunity has arisen for a UK Country Support Advisor to join a world leader in small domestic appliances with 11 products sold worldwide every second, 350 million products sold every year and a global turnover of 8 billion Euros in 2023. Based in modern offices this is a hybrid role working a minimum of 3 days in the office. A great opportunity to work for an organization which has been accredited as a Great Place To Work in both 2022 and 2024.
The main purpose of the role is to be the UK/ROI key escalation and coordination point as they aim to achieve and maintain the highest level of service, which is better than the competition and one that motivates consumers to choose their brands over others.
Along with a competitive salary, you will receive a range of benefits including a 5% bonus with stretch to 10%, private healthcare, dental care, eye care, life assurance, 25 days holiday + bank holidays, a pension scheme, food vouchers, discounts on products and discounted access to the onsite gym.
As Country Support Advisor, some of your responsibilities will include;
- Dealing with consumers’ queries and complaints on all brands as escalated from the external contact centre, to facilitate an outcome for the UK/ROI consumers (telephone/letter/email/social)
- Facilitating replacements, refunds, concession sales etc within internal & external depts to resolve consumer escalated issues.
- Progressing repairs, spares/accessories, quality examination reports via service agents
- Ensuring systems/programs are used correctly – e.g. Salesforce, SAP, online shops, product information files etc.
- Ensuring level of product knowledge is strong, and revise training guides to ensure clear, relevant and are up to date
- Reviewing all escalations with the local management team and provide feedback & training accordingly
- Tracking and monitoring Promotions, Advertising & Digital Activity across UK/ROI product and channel teams, ensuring external contact centre team are ready and able to handle queries
- Facilitating improvements in procedures & guidance to external contact centre team, in order to increase efficiency of handling consumers and minimise escalations to the country team.
- Contributing to review meetings with external contact centre team deputising for Customer Relations Manager as required.
- Managing reporting and analysis as needed in order to provide useful data that can lead to decisions or improvement
We’re looking for a Country Support Advisor with:
Education
- Degree or equivalent
- English and Maths GCSE standard at least, A Level preferred
Knowledge
- Excellent use of English in a business setting to project a professional image
- An understanding of digital technology
- Knowledge of SAP useful
Skills
- Competency in Excel in order to analyse data and produce professional reports
- Proven ability to take on new information on Products/Systems/Processes/Tools (such as apps.) to effectively support the consumer product experience.
- Ability to review, analyse and feedback for improvements on processes and procedures to facilitate the best outcome for the business.
Experience
- Experience of working with an outsourced contact centre essential.
- Previous experience in a customer service role with an understanding of retail operations and procedures.
- Experience in delivering training (face to face or Teams) on systems/product knowledge in a clear, confident and engaging manner.
- Proven ability to analyse data and draw conclusions that can be used to improve processes and systems
- Proven ability to handle Social Media enquiries using the relevant tone and structured response for the appropriate Social Media platform and able to adapt to different communication channels.