Customer Support Advisor

Company Overview

Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.

Main Purpose of Role

Dimplex is all about promoting our products and services and our contact centre is no exception. We're dedicated to delivering world class service and that means having a world class team. In the role you will be responding to all types of consumer led correspondence and delivering the highest level of customer service.

Key Accountabilities

• Taking calls and answering emails from our indirect & direct consumer customers in relation to in and out of warranty claims, presale information or any other queries and providing a resolution or escalating to the appropriate team
• To answer and resolve a high volume of enquiries over telephone, email or social media working to department and company KPI to meet customer expectation
• To create accurate records ensuring all elements of the query are logged within nominated CRM/Customer Database to comply with GDPR and business need
• Assessing the requirement for in warranty service visits by carrying out troubleshooting and diagnostics using technical documentation and product guides and translating to 'consumer appropriate' language across entire product range to reduce cost of service
• Ensure you adjust your style to engage your audience to promote the Dimplex brand
• Participate in the department workflow and understand where to gain technical or customer service support to increase skill and technical ability
• To work pro-actively providing feedback required and take ownership of professional development
• Understanding KPIs and the drivers behind the values associated with them and the impact they have to service levels and agreements
• To manage and prioritise own workloads, escalating where appropriate to Team Leaders and Mangers if unmanageable
• To understand GDPR regulations and ensure that, at all times, the regulations are adhered to. To consistently comply with Health and Safety Regulations in all aspects of general duties.

Skills, Knowledge and Experience Essential Criteria

• Excellent communication skills that allow you to help, inform and advise customers and colleagues clearly and effectively
• Creative thinker, to be able to develop innovative ideas to improve customer service standards
• Negotiation skills
• Ability to work well under pressure
• Excellent written and verbal skills
• A commitment to continuous improvement both personally and for the role

Desirable Criteria

• Knowledge of HVAC Industry
• Customer Service within a Contact Centre - Inbound or Outbound
• Working to targets/SLA/KPI

Glen Dimplex Values

• Think Customer
• Care About People
• Value Innovation
• Keep It Simple

Acknowledgement

This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.