Gowan Home, a leading distributor of products and services to the kitchen, electrical and building materials industries in Ireland are seeking to recruit an Aftersales Advisor for their busy operation in Citywest. We distribute a number of exclusive premium brands including De Dietrich, Elica, Franke, KitchenAid, Ninja, Shark, Whirlpool, Bertazzoni, TCL and NordMende.
This role will report to the Customer Experience Manager.
Benefits:
* Twenty-one days annual leave, increasing along with length of service.
* Staff discount scheme on all Gowan Group products for employees and their families.
* Hybrid working, following the successful completion of the probation period.
* Employer matched pension scheme.
* Life assurance x 4 of your annual salary.
* Employee assistance programme.
* Health checks offered onsite every two years.
* Flu vaccine offered onsite every year.
* Bike to Work Scheme.
Key Responsibilities:
* Interact daily with consumers/retailers on the phone and via email regarding their aftersales query.
* Log service calls from the consumer/retailer within 24 hours.
* Ensure extensive troubleshooting is carried out during the service call logging process.
* Offer technical assistance when required to consumers/retailers.
* Liaise with 3rd party suppliers for updates on spare parts for service calls.
* Updating service calls with the latest information to hand.
* Working very closely with our team of engineers and building a strong working relationship.
* Follow up on service calls with engineers and update findings/actions directly with consumers/retailers.
* Weekly review of open engineer reports and taking necessary actions.
* Compile ad-hoc service reports when required.
* Proactively keep consumers/retailers informed of the status of the service calls.
* Input data accurately on the in-house (HQ & Intact IQ) systems.
* Process returns/credit requests from retailers.
* Respond to all queries quickly, efficiently, and professionally.
* Deliver excellent customer service levels to both internal and external customers.
Key Attributes:
* Customer service experience essential.
* Strong communication skills both verbal and written.
* Previous experience in an aftersales environment would be an advantage.
* Product knowledge of kitchen and/or electrical appliance industry a distinct advantage.
* Excellent attention to detail.
* Complete ownership of tasks from beginning to end.
* Work on own initiative.
* Ability to work under pressure and meet tight deadlines.
* Flexible and reliable.
* Highly IT proficient.
Job Type: Full-time
Pay: €27,000.00-€33,000.00 per year
Benefits:
* Company events
* Company pension
* Employee discount
* On-site parking
Ability to commute/relocate:
* Dublin, CO. Dublin D24 EYV1: reliably commute or plan to relocate before starting work (required)
Experience:
* Customer service: 1 year (preferred)
* Call center: 1 year (preferred)
Work Location: In person