Technical Support Partner

JOHN LEWIS; Packmoor; In loco; GBP 22.000 - 28.000; Tempo pieno

Descrizione del lavoro

JOHN LEWIS is seeking a Technical Support Partner to deliver expert technical assistance on electrical products sold in our stores. You will diagnose issues, guide customers, and liaise with repairers to resolve faults quickly while delivering our renowned level of service.

You will respond promptly to customer queries, keep them updated on repairs, and work across the store to support sales and service. A fast-paced retail environment role requiring excellent communication and product knowledge.

Competenze

• Excellent communication with customers and suppliers.
• Strong product knowledge of electrical products.
• Proven technical support experience in retail.

Mansioni

• Provide exceptional customer service with empathy for product issues.
• Keep customers updated on product repairs and status.
• Follow business systems to minimise loss and protect profitability.
• Troubleshoot technical issues as a first point of resolution.
• Support the wider shop team with general duties and customer service.

Conoscenze

Good communication skills

High level of product knowledge

Technical support experience

Descrizione del lavoro

About the role

As a Technical Support Partner, you'll be the first point of contact in delivering technical expertise to our customers on electrical products sold in John Lewis and help resolve their technical related queries with the distinctive service we're known for.

You’ll use your expertise in order to diagnose and troubleshoot product related issues and then, if required, liaise with repairers and suppliers ensuring product issues are resolved quickly for our customers.

Key Responsibilities

It is a fast paced role, particularly during busy periods and your day-to-day responsibilities will include:

• Offering exceptional customer service to our customers by showing empathy with their product related issue.
• Keeping the customer up to date with product repairs.
• Adhering to the business systems and processes to minimise loss and protect profitability.
• Troubleshooting technical issues as a first point of resolution where possible.
• Supporting the wider shop team with general shop-keeping tasks and customer service.

Essential skills/experience you'll need

• Good communication skills to be able to engage with 3rd party suppliers and internal stakeholders.
• High level of product knowledge and expertise.
• Technical support experience.

Desirable skills/experience you may have

• Experience in a customer facing retail environment.
• Ability to troubleshoot product related issues.

Full time position, working 37.5 hours per week across seven days to include early starts, late finishes, evenings and weekends.

The partnership

We're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We're not just employees, we're Partners, driven by our purpose to build a happier world. As we look to our future, there's never been a more exciting time to join us.

We're ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we're free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.

As Partners, we make all the difference. And, we all own it.

Important points to note

It's important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you'll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.

We occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.