Garolla is the UKs #1 electric garage door provider, operating through a network of c. 130 franchisees. Our mission at Garolla is to be the #1 recommended by Customers, Franchisees and Employees. Garolla is undertaking a bold and exciting growth strategy to ensure we continue to delight our customers.
As this is a newly appointed role with our Customer Care Department, we are keen for individuals to join the team and really put their own stamp on the role.
Responsibilities:
* Daily communication with customers via phone, email and social media channels
* Investigate, create and deliver innovative and forward-thinking solutions to customer concerns
* General administration and organisation of systems and tools used by Customer Care and wider colleagues/network
* Strong relationship and stakeholder management skills
* Effective identification and prioritisation of tasks
* Any other reasonable duties as requested
Daily Communication with Customers:
* Answering inbound and making outbound calls to customers who have raised a concern, require repair of their garage door or require further component parts.
* Supporting customers who prefer to transact via email or social media, responding to requests as required by the customer.
* Liaising with Franchisees and National Engineers to ensure any required repair work is undertaken timely.
Investigate, Create and Deliver Solutions:
* Identify suitable solutions that best resolve the customers' concerns or queries in a timely, professional and appropriate manner.
* Work with Franchisees, National Engineers and other departments as required to find suitable solutions to address and resolve customer needs.
* Be relentless in finding the most suitable solution to best serve the customer, our company, and our colleagues, voicing options and new ideas to the leadership team.
General Administration and Organisation:
* Ensure all systems and customer information is kept up to date and accurate at all times.
* Adhere to in-house processes, policies and procedures as appropriate and instructed by the leadership team.
Strong Relationship and Stakeholder Management:
* Build and maintain strong relationships with colleagues within Customer Care, Franchisees, National Engineers and the wider company.
* Work with other departments to support and deliver the best outcome for the customer.
Effective Identification and Prioritisation of Tasks:
* Regularly review Customer Care’s outstanding workflow and prioritise tasks based on urgency and customer need.
Skills & Experience:
* Previous experience within a customer service or contact centre environment
* Excellent attention to detail
* Good computer skills (MS platforms, softphone, email)
* Excellent communication skills, both written and verbal
* Strong organisational skills
If you feel that this is the role for you, we would love to hear from you!
Job Type: Full-time
Pay: £23,400.00 per year
Benefits:
* Company events
* Company pension
* On-site parking
Schedule:
* Monday to Friday
* Weekend availability
Experience:
* Customer service: 1 year (required)
Work Location: In person
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