Job Overview:
As a Returns and Post-Sales Support Agent, you will play a key role in providing exceptional customer service and support for pre & post-sales inquiries, returns, and order related processes. Your dedication to customer satisfaction and effective resolution of pre & post-sales issues will contribute to maintaining a positive customer experience and operational efficiency.
Key Responsibilities:
1. Handle inbound customer inquiries related to pre-sales, returns and post-sales support via phone, email, and chat in a professional and empathetic manner.
2. Educate customers on the availability and accessibility of information via digital tools.
3. Where appropriate ensure proper escalation to the first level technical support for product selection, product substitution.
4. Assist customers in processing returns, according to company policies and procedures.
5. Provide post-sales support, addressing customer questions and concerns regarding product usage, warranties, and technical assistance.
6. Work closely with the logistics and warehouse teams to coordinate return shipments and monitor return processes to ensure timely resolution.
7. Document all customer interactions, pre-sales, returns, and post-sales support activities accurately in BFO.
8. Collaborate with cross-functional teams to identify and address product quality issues and customer feedback.
Skills and Attributes:
1. Digital citizenship/PC Skills – at least basic level is essential (Microsoft Teams, BFO, SAP, MYSE etc).
2. Previous experience in customer support or sales is desirable.
3. Working knowledge of basic electrical products an advantage.
4. Ability to multitask (logging queries while speaking with customers).
5. Strong interpersonal skills and professional standard of written and verbal communication skills.
6. Ability to work on own initiative, but also as part of a team.
7. Flexible approach with the ability to adapt to change and learn new skills quickly.
8. Time management skills, with the ability to manage fluctuating workloads calmly and effectively.
9. Previous CRM experience an advantage.
Location: Telford Hybrid – Working on site Tuesday-Thursday.
What We Offer You:
Competitive salary & Bonus Scheme, 28 Days Annual Leave + Public Holidays, Holiday Buy & Sell programme, Pension Scheme, Employee Share Ownership Programme, Open Talent Market (internal mobility opportunities + access to mentors & projects globally), Learning Portal and much more.
Apply Now:
Please submit an online application to be considered for any position with us. You know about us, so let us learn about you! Apply today.
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