After Sales Service Specialist

ZipRecruiter; High Wycombe; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Customer Experience Representative to enhance customer engagement and drive business growth. This role involves managing customer relationships, supporting commercial operations, and providing administrative assistance. The ideal candidate will have a strong customer service background and excellent communication skills.

Qualifications

• Minimum of 4 years of relevant aftersales experience in customer service or a similar role.

Responsibilities

• Serve as the primary customer support contact within your designated territory.
• Identify opportunities to recover lost business and penetrate competitor accounts.
• Manage contract renewals and ensure timely processing.

Skills

Customer Engagement

Communication

Organizational Skills

Education

High School Diploma

Job description

Job Description

Customer Experience Representative

Job Overview:

As a key member of the service administration team, you will play a vital role in ensuring an exceptional ownership experience for our customers. Your primary focus will be on commercial operations, customer engagement, and administrative support.

Key Responsibilities:

Commercial Focus:

• Serve as the primary customer support contact within your designated territory, driving business growth and enhancing customer relationships.
• Identify opportunities to recover lost business and penetrate competitor accounts.
• Build and maintain strong relationships with customers, gaining industry insights to act as a trusted advisor and promote appropriate service products.
• Manage contract renewals by understanding customers' evolving needs and fostering year-over-year contract growth.
• Engage with warranty customers early to inform them of ongoing support options and associated costs, aligning with their budget cycles.
• Increase the number of service contracts by encouraging ‘book and bill’ customers to transition to contract-based service agreements.
• Work towards achieving Annual Operating Plan (AOP) targets by understanding financial objectives and contributing to revenue and margin growth.
• Develop a comprehensive understanding of service products.
• Lead specific projects and present updates during monthly meetings.
• Mentor junior or less experienced team members.

Administrative Responsibilities:

• Serve as the first point of contact for customer inquiries via phone, email, or other channels, ensuring efficient job request processing.
• Relay customer service requests to the Field Service Team, maintaining high customer satisfaction levels.
• Generate manual quotations for non-contract service visits, following up to convert offers into renewable contract options.
• Set up new installations within the service system and prepare necessary documentation for the service team.
• Manage contract renewals, ensuring timely processing and completion.
• Provide coverage for the Administrative Business Partner during their absence.
• Oversee the Extracare inbox and manage incoming inquiries.
• Ensure continuous coverage of the main service phone line by directing and managing call diversions appropriately.
• Handle documentation related to NDAs, accreditations, and other agreements, coordinating with legal experts as needed.

Qualifications & Experience:

• High school diploma or equivalent; an office-based apprenticeship is .
• Additional business or professional training/qualifications are advantageous.
• Minimum of 4 years of relevant aftersales experience in customer service or a similar role.

This role requires a proactive, customer-focused individual with excellent communication and organizational skills. If you are passionate about enhancing the customer experience and driving business success, we encourage you to apply.