Customer Service Specialist

The Customer Engagement department is the company interface for consumers and retailers to seek post-sale support. Our core aim is to enhance sales and positive brand perception via great customer service and promotion of our company values.

Within the Customer Engagement department, the Customer Service team focus primarily on consumer support, providing product advice, technical information for troubleshooting, and resolving 2nd level service issues and complaints to achieve complete customer satisfaction. The role includes close liaison with our external technical service team and 3rd party logistics operations, as well as our internal colleagues, offering an engaging and diverse working day.

The ideal candidate will be able to deliver a professional message to all customers, help to problem solve through negotiation, and continually promote the company values and brand reputation. Good communication and listening skills are essential.

• To prioritise, manage, and be accountable for customer issues received via telephone, email, social media, online live chat, and CRM.


• Fully investigating service complaints received via all mediums ensuring appropriate feedback is given internally, to fulfilment partners, and to consumers and retailers.


• To manage and deliver goodwill decisions within agreed boundaries.


• Assist customers with technical product support and enquiries.


• Administration of replacement appliances using relevant operating systems


• Reflect a customer focused culture in all aspects of 3rd party communication.


• To understand and always promote the company values.
  
  Well-developed communication skills enabling the individual to work with customers, fulfilment partners and internal colleagues are a must. This role would suit someone that would like to build ownership of a specific area of responsibility and the customer relationships within that., Previous experience in customer service (either B2B or B2C) with a manufacturing or sales and marketing company would be an advantage.


• IT literacy - intermediate knowledge of outlook, excel, databases and processing systems


• Previous experience of working with a CRM would be an advantage.


• A previous role involving retail sales or engagement with the public would be beneficial


Competencies required:

• Well-developed communication skills enabling the individual to work with customers, fulfilment partners and internal colleagues are a must.


• This role would suit someone that would like to build ownership of a specific area of responsibility and the customer relationships within that.


• The ability to demonstrate patience and empathy.


• The candidate must always be able to follow an issue through to resolution.


• Ability to remain focussed within a busy, challenging environment.
  
  Smeg UK


We are Smeg, an Italian heritage company, offering award winning design and technology driven kitchen appliances, which stand out from the crowd. At Smeg we recognize that our employees are central to our success so we look to provide our employees with a culture of family values whilst operating in a corporate world.

Overall purpose:

Would you like to work for a well-known prestigious brand based in a modern building in Oxfordshire? Do you like problem solving? Are you a good communicator? Then we would love to hear from you.

This is a full time permanent role Monday to Friday 08:30 to 17:00

We are offering a competitive salary, along with a number of other employee benefits and discounts on Smeg products etc.

If you believe you have the relevant skills and are looking to join a well-known and progressive company we would love to hear from you.

Job Types: Full-time, Permanent

Pay: £26,800.00-£28,800.00 per year

Benefits:

• Company pension


• Cycle to work scheme


• Employee discount


• Free parking


• On-site parking


• Referral programme


• Sick pay


• Store discount


Schedule:

• Monday to Friday