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Customer Service Specialist
Date: Jan 16, 2025
Location: Manchester, GB
About Franke
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!
* 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 product 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:
* Education and qualifications: Educated to GSCE level or equivalent.
Experience:
* 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 attitude, even during challenging customer interactions.
* 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 a vast library of online courses at your fingertips.
* Employee Benefits Platform: Enjoy exclusive perks and discounts through our comprehensive 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 Programme (EAP): Access confidential support and resources for both personal and professional challenges.
* Private Online GP: Get medical advice and consultations from the comfort of your home with our private online GP service.
* Free Parking: Enjoy the convenience of a free parking space.
Recruitment Process:
• Interviews: The recruitment process will consist of one interview meeting which will be conducted in our office in Manchester M22.
• 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, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Important information for all executive search companies, headhunters and HR consultants:
The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.
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