Do you enjoy helping to solve customers' problems and making their day easier?
Do you find it rewarding to turn a negative experience into a positive one for someone?
Are you good at staying calm and focused in high-pressure situations? Then please read on.
What's In It For You?
About
Daikin UK cares about what they do and who helps them to do it, so they put great emphasis on rewarding their employees every step of the way. This includes:
* Highly competitive annual bonus
* 7% Employer Contributions to Pension
* Full product training on all Daikin products
* Comprehensive Private Medical and Personal Accident Insurance plans
* Investment in your training and development to encourage and support your career progression within the company
What Will You Be Doing?
You will be the customer touchpoint for first interaction with Daikin UK B2C end user enquiries and first line direct response for escalated post-sales queries from end-users, which need a superior level of engagement and resolution. Complaint handling and dispute resolution for B2C customers along with response and ownership of presales technical enquiries.
You Will Be
* Developing a good knowledge of Daikin UK business, departments, and policies to be able to respond to end user enquiries.
* Delivering a high-quality professional service excellence to end user customers and DAUK colleagues.
* Offering a timely resolution of all customer queries relating to or arising from end user pre and post sales relating to service, warranty, or stand by me platform.
* Acting as direct support for customers B2C and ownership of enquiry resolution, following up and communicating to the customer on all issues in a timely manner.
* Building, strengthening, and maintaining effective internal relationships (by telephone, emails, and MS Teams).
* Finding solutions, delivering detailed and accurate responses, and selecting the right answer when it is not always obvious.
* Liaising with the marketing executive for potential sales lead opportunities.
* Managing data in Stand by Me, CEC Ticketing relating to enquiries, to support accurate reporting.
* Liaising with internal Daikin departments to ensure customer expectations and deadlines are met.
* Co-ordinating, escalating, and resolving ongoing issues or disputes with senior team members to ensure their timely and successful resolution.
The Ideal Candidate
Coming from a customer service background, you will have contact centre experience in a similar setup to this role and be very customer-focused. Ideally, you will have knowledge/experience of heat pumps and renewables (but this isn't essential) and you will be comfortable talking to our customers in a succinct manner, dealing with escalated complaints appropriately. You will possess high attention to detail and be able to work in a fast-paced environment.
Who are we?
Daikin UK Ltd provides innovative, premium quality, indoor climate management solutions to meet the changing needs of our residential, commercial, and industrial customers. Over 90 years of precision and innovation has helped Daikin UK build a worldwide reputation for quality and technology. #J-18808-Ljbffr