Job Purpose:
To provide administrative support to ensure the effective management of the after sales support within the Service Team and to be able to communicate effectively between Korea and the UK/European sites.
Key Responsibilities:
* To provide a high level of telephone based and electronic e-mail support in relation to after sales support functions, including but not limited to the following
* Dealing with incoming customer calls and emails
* Resolving customer queries, by effectively liaising with other departments when needed
* Ensure all aspects of customer requirements are adhered to, particularly the service specifications
* Monitoring RMA’s
* Processing payments (Credit notes and Invoices)
* To provide accurate and timely liaison with Korean HQ ensuring effective and timely communication to the Service Team
* To provide accurate and timely management of all billing process to include price adjustments and payment management
* Accurate and timely management of credit control for all returns
* To liaise closely with the order processing team to ensure accurate and timely replacement of products
* To manage and monitor all ‘KPR’ to include delivery time and repair time reporting
* Manage and monitor the CRM system to include System Improvement; HQ Process & Follow Up; Analysis of all Change Requests to System
* Production and implementation of training for service centres as and when required
* Accurate production of Service Agreements in line with SLA’s ensuring accurate and timely checking of all translations and content prior to distribution to customer / client
* Actively building positive relationships between all clients, customers and colleagues
* To provide support to colleagues and management on ‘ad hoc’ projects
* Ability to work within tight deadlines and schedules
* To display an alignment with company values including passion, integrity, honesty and respect
Requirements:
* A-Level standard education or equivalent
* Intermediate & Advanced ‘Microsoft Office’ skills to include Excel
* A Minimum of 2 years’ experience within administration function, preferably within the CCTV industry
* Ability to communicate on all levels in a clear and concise manner both verbally and electronically
* Ability to travel outside of the UK as and when required
* Clean Driving License
* English Language essential, or European Language beneficial