Customer Service Advisor - #35402

Company Profile

Our client is a privately owned, dynamic business, focused on providing home appliance solutions to retailers, consumers, and business-to-business customers.

They take care of the complete supply chain, from product sourcing and factory management to home delivery and everything in between. They take the headache out of getting the right product to the right place at the right time.

They pride themselves on working closely with their licensed partners across a number of product categories and are the exclusive license holder of the Russell Hobbs brand for Microwaves, Large Appliances, Floorcare, Heating, Cooling, and Air Treatment.

Their licensed ranges include George Foreman BBQs, Rangemaster Small Appliances, and a variety of Heating, Cooling, and Air Treatment products under the Zanussi brand.

They also have a portfolio of their own brands, which offers the flexibility to react quickly to ever-changing customer needs and market trends.

They have been delighting retailers with exceptional service and innovative solutions for over 12 years. Their energetic team boasts vast experience working in this sector across both the UK and China.

Duties and Responsibilities:

Warranty Registration

• Register customer appliance warranties accurately and efficiently across relevant systems.
• Verify customer and product information to ensure records are complete and correct.
• Resolve basic warranty registration queries and escalate complex issues where required.
• Maintain accurate customer records in line with company procedures and data protection requirements.

Returns and Resends

• Process customer returns in accordance with company policies and procedures.
• Create replacement and resend orders where appropriate.
• Liaise with customers, retailers, couriers, and internal departments to resolve return and replacement queries.
• Ensure all cases are updated accurately and closed within agreed service levels.

Returns Reconciliation

• Reconcile returned products against system records and supporting documentation.
• Investigate discrepancies between returned items and recorded transactions.
• Maintain accurate records of completed returns and reconciliations.
• Escalate unexplained variances or recurring issues to management.

Customer Service Support

• Handle customer enquiries by email, live chat and other communication channels in a professional manner.
• Provide timely and accurate updates to customers regarding warranty registrations, returns, and replacement orders.
• Meet quality, productivity, and service standards set by the business.
• Support the wider customer service team with administrative tasks as required.