Reporting to the Customer Care Team Leader, you are responsible for delivering an after-sales service which supersedes any within our industry, supporting our reputation as a global market leader. You will have a positive and enthusiastic attitude and be an integral member of a high-performing customer-centric Customer Care team. You will assist and support the Sales and Quality Teams to ensure that customers receive an exceptional experience from initial enquiry and diagnostics through to case resolution. You will have a challenger mindset and share case findings and technical data which help reduce quality issues, ensuring that you provide a streamlined and cost effective process for after sales. You will be an excellent communicator / mediator who will resolve disputes and issues in a professional manner to achieve the best outcome for the customer and Ideal Standard.
Responsibilities, Accountabilities and Duties- Provide a professional and efficient service to register and rectify product issues as a member of a high performing, customer-centric driven team
- Deliver technical and diagnostic advice to assist customers pre, during and post product installation
- Advise customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction
- Provide enhanced support during the period of warranty and/or facilities management site activity which enhances the relationships and opportunities created by the Sales teams
- Work in accordance with standards / procedures / KPI measurements to ensure optimal customer experience as defined by the customer charter
- Provide professional and descriptive post issue reports which support issue resolution and contributes to the ongoing analysis of product and quality issues by the Product and Quality teams
- Previous experience in a customer service / after sales role
- Ability to deal with difficult, challenging and complex technical situations
- Knowledge of the Tender / Supply Chain / Order Fulfilment process
- Driven, with a customer-focused mind set
- Ability to build and maintain strong relationships to support the department strategy
- Excellent communication skills (including verbal and written)
- A dynamic and flexible approach as well as the ability to work under pressure
- Organised, with the ability to prioritise and take ownership of work
- Ability to deal with difficult and challenging situations
- CRM / SAP / Sales force
- Outlook / Excel / Word
Skills Required
- Previous experience in a customer service / after sales role
- Ability to deal with difficult, challenging and complex technical situations
- Knowledge of the Tender / Supply Chain / Order Fulfilment process
- Excellent communication skills (including verbal and written)
What We Do
Opportunities for go-getters and goal-setters – become part of Villeroy & Boch! Ceramic is our strength. But the ability to perceive things differently is also part of our DNA. For this precise reason, we are looking for motivated colleagues to join our 8,000 employees in 125 countries. People who are eager to make things happen and rise to new challenges. And to work with us to shape Villeroy & Boch's successful future. Find out more about our extensive and varied vacancies offering excellent career and development prospects – in departments including Marketing & Sales, Online Marketing & E-commerce, HR, Finance, SCM, IT and Production. Take your first step on the career ladder with Villeroy & Boch Pupils: build solid foundations for your career with an apprenticeship or a dual study programme. Students: from work experience to student traineeships or dissertation – opportunities are available in many different departments. Graduates: as part of our junior programme, we support you all the way to your first management position. Professionals: we offer exciting opportunities for people at all stages of their careers, from entry-level positions to management roles. You will take on exciting tasks as well as responsibility at Villeroy & Boch from day one. Because we firmly believe that each and every one of our employees has his or her own very individual strengths. We will help to you fully explore this valuable potential, with tailored training and development programmes, a balance between career and family life, an attractive working environment with impressive architecture, modern offices and a friendly atmosphere. And, of course, by rewarding outstanding performance. Visit our careers website now to find out more about the company and our current vacancies. We look forward to hearing from you. Visit villeroyboch.com/career! Legal notice & privacy policy: https://www.villeroy-boch.de/social-media-datenschutz-impressum.html
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