Date: Jan 15, 2025
Location: Stoke on Trent, GB
Company: franke
About Franke
We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.
The Franke Home Solutions division is the world’s leading provider of smart systems for domestic kitchens. Drawing on a long history of reliability and expertise, we help our partners enhance their businesses and provide outstanding kitchen and cooking experiences to our consumers by offering complete solutions for food preparation and cooking.
About the job
As a Customer Care Advisor, you will provide office-based after-sales support to trade customers and end-consumers across all brands within the Franke UK product portfolio. Working as part of a dynamic team, your focus will be on driving business results through effective process management and customer experience. If you are passionate about customer satisfaction and thrive in a collaborative environment, this is the perfect opportunity for you!
Your tasks
* First-Line After-Sales Support: Handle incoming phone calls and emails, providing prompt and effective assistance to customers and consumers.
* Order Processing: Process orders for spare parts and accessories, ensuring timely delivery to customers.
* Complaint Management: Maintain a database of all sink and tap complaints, ensuring all issues are logged and managed successfully.
* Product Support: Assist in managing and supporting spare parts for all products, ensuring availability and readiness.
* Administrative Support: Provide general administrative support to keep our operations running smoothly.
Requirements
Background: Educated to GSCE level or equivalent.
* Previous experience in a Customer Service/Complaints handling environment.
* Effective coordination between consumers, suppliers and internal/external customers.
* Ability to handle multiple tasks accurately and professionally.
* Familiarity with business operating systems (e.g., SAP) is advantageous.
Other Skills:
* Strong written and verbal communication skills.
* Proficiency in word processing, spreadsheets and CRM systems.
* Quick problem recognition and resolution, with the ability to escalate when necessary.
* Maintain a professional demeanour, even during customer conflict.
* Focus on delivery and excellent time management.
* Sense of ownership and high attention to accuracy.
* Empathy balanced with a business-oriented approach.
What we offer you
* LinkedIn Learning Access: Expand your skills with access to a vast library of online courses.
* Employee Benefits Platform: Enjoy perks and discounts through our employee benefits platform.
* Pension Scheme: Secure your future with our pension scheme, featuring a 6% employer contribution and a 1% employee contribution.
* Hybrid Work: Embrace flexibility with up to 2 days of remote work per week.
* Employee Assistance Program (EAP): Access confidential support and resources for personal and professional challenges.
* Free parking space
Other
Recruitment Process:
* Interviews: The recruitment process will consist of max. two interview meetings. The first interview will be conducted online, followed by a second onsite interview in Stoke On Trent.
* Assessment Tests: Candidates may be asked to complete tests, including an Excel proficiency test, to evaluate their skills and suitability for the role.
Equal Opportunity Employer: We are committed to fostering an inclusive workplace environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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