My client is a world-wide leader who manufacture, supply and maintain gym equipment with their HQ in the US. Their European Head Office for Service and Maintenance is based in High Wycombe and they are looking for a Customer Service Representative to provide help and support to end Direct Customers, Authorized Service Providers and Dealers, ensuring optimum customer satisfaction and loyalty by providing world class Customer Service.
You will answer technical questions and troubleshoot service-related activities on fitness equipment for their customers directly and indirectly through the support of Authorized Service Providers and Dealers ensuring Customer Satisfaction by owning, managing, and working through cases received through a dedicated CRM system
Ensure optimum customer satisfaction by working towards continual improvement of service quality metrics including, but not limited to,
First Time Resolutions, Time to Service, timely case management and closure and telephone response time.
Coordinate parts shipments, verify warranty status, and create Field Service work orders Generate revenue by up-selling parts and service agreements.
Assists in input to knowledge base (problem/solution) system Handle escalated and upset customer requests with a calm, attentive sense of urgency.
Demonstrate high levels of organization and timeliness in all forms of internal and external responsiveness.
Learn, create, and manage Salesforce reporting and dashboards as needed.
Help to manage open order reporting and issues from that report.
Meets daily expectations and KPI’s set by management team.
Salary - £24K-£26K
Location – High Wycombe (Office based)
My client offers full training and are not looking for someone with a technical background. They are looking for someone with customer service / support experience who they can develop in the role.
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