RMA Inspector & After Sales Support Executive

Reference:

38392CXJ

Sector:

Call Centre/Customer Service, Customer Service Representative

Salary:

£24,000 Per Annum

Benefits:

2k bonus

Town/City:

Marlow

Contract Type:

Permanent

Date Posted:

07/07/2021 08:47:00

My client is seeking an experienced RMA Inspector & After Sales Support Executive to join their expanding Operations Team

Key Responsibilities:

  • Undertake regular, RMA inspections within key stakeholders, carrying out thorough assessment of customers warranty returns
  • Assist the business to meet its statutory after-sales obligations and customer T&C's to deliver high levels of customer service
  • Ensure the warranty policy is administered in the best interests of the company and the customer
  • Authorise collections and arranging of necessary repairs under warranty
  • Provide high-quality telephone and email aftersales support to customers including retailers, dealers, service agents and end-users
  • Liaise with service centres regarding the warranty claims process and to keep accurate records of warranty submissions, rejections and goodwill claims, including warranty claim validation.
  • Manage liaison between service centres on customer product progress and resolve customer issues in line with customer expectations
  • Manage all warranty claims as per the internal SOP's and customer vendor compliance
  • Manage all customer enquiries, comments and complaints and log details of actions taken
  • Effectively manage the complex customer complaints and escalate them to the right stakeholders to support resolutions
  • Assist the business to be cost-effective and seek out opportunities to drive efficiency within the warranty process to improve customer satisfaction
  • Maintain relationships with warranty service agents, dealers and the wider business stakeholders
  • Assist with departmental projects and system testing to support implementation

Skills Required:

  • Good knowledge of After Sales support with the ability to understand product specifications and technical information/drawings
  • Relevant After Sales Support experience in a relative industry
  • Strong communication, analytical and MS office skills
  • Strong customer services skills with good telephone manner and ability to effectively manage face-to-face communications
  • Professional and empathic approach to resolving issues
  • Knowledge of statutory requirements (Sales of Goods Act, Product Safety etc) would be advantageous
  • Excellent time management and goal orientated focus
  • Good knowledge of Returns and Queries Processes within a Customer Service Environment
  • Ability to drive and clean driving licence, as regular UK travel will be required

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.