Customer Contact Centre Executive (B2C)

Daikin, Chelmsley Wood, Solihull

Customer Contact Centre Executive (B2C)

Salary not available. View on company website.

Daikin, Chelmsley Wood, Solihull

  • Full time
  • Permanent
  • Remote working

Posted 4 days ago, 26 Jan | Get your application in now to be included in the first week's applications.

Closing date: Closing date not specified

job Ref: a32f6d0b65b049e4876f679145cfca3c

Full Job Description

Do you enjoy helping to solve customers' problems, making their day easier? Do you find it rewarding to turn a negative experience into a positive one for someone? Are you good at staying calm and focused in high-pressure situations? Then please read on… What's In It For You? Daikin UK care about what they do and who helps them to do it, so they put great emphasis on rewarding their employees every step of the way. This includes:

  • Highly competitive annual bonus
  • 7% Employer Contributions to Pension
  • Full product training on all Daikin products
  • Comprehensive Private Medical and Personal Accident Insurance plans
  • Investment in your training and development to encourage and support your career progression within the company
  • What Will You Be Doing? You will be customer touchpoint for first interaction with Daikin UK B2C end user enquiries and first line direct response for escalated post sales queries from end-users, which need a superior level of engagement and resolution. Complaint handling and dispute resolution for B2C customers along with response and ownership of presales technical enquiries. You will be:
  • Developing a good knowledge of Daikin UK business, departments and policies to be able to respond to end user enquiries.
  • Delivering a high-quality professional service excellence to end user customers and DAUK colleagues.
  • Offering a timely resolution of all customer queries relating to or arising from end user pre and post sales relating to service, warranty or stand by me platform.
  • Acting as direct support for customers B2C and ownership of enquiry resolution, following up and communicating to the customer on all issues in a timely manner.
  • Building, strengthening and maintaining effective internal relationships (by telephone, emails and MS Teams).
  • Finding solutions, delivering detailed and accurate response, and selecting the right answer when it is not always obvious.
  • Liaising with the marketing executive for potential sales lead opportunities.
  • Managing data in Stand by Me, CEC Ticketing relating to enquiries, to support accurate reporting
  • Liaising with internal Daikin departments to ensure customer expectations and deadlines are met.
  • Co-ordinating, escalating and resolving ongoing issues or disputes with senior team members to ensure their timely and successful resolution.

    Coming from a customer service background, you will have contact centre experience in a similar set up to this role and be very customer focussed. Ideally you will have knowledge/experience of heat pumps and renewables (but this isn't essential) and you will be comfortable talking to our customers in a succinct manner, dealing with escalated complaints appropriately. You will possess high attention to detail and be able to work in a fast-paced environment.

    Daikin UK Ltd provides innovative, premium quality, indoor climate management solutions to meet the changing needs of our residential, commercial, and industrial customers. Over 90 years of precision and innovation has helped Daikin UK build a worldwide reputation for quality and technology.

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