Job Description

Shape & Create - And make it happen!

The Villeroy & Boch Group with its Ideal Standard brand is one of the world's leading manufacturers in the ceramics and lifestyle sector. With our innovative and stylish products from the Dining & Lifestyle and Bath & Wellness segments, we have been creating moments and rooms to feel good in since 1748. Our success is based on the passion, design expertise and innovative strength of our more than 13,000 employees in 42 countries.

Want to become part of us? #shapeandcreate

Reporting to the Customer Care Team Leader, you are responsible for delivering an after-sales service which supersedes any within our industry, supporting our reputation as a global market leader. You will have a positive and enthusiastic attitude and be an integral member of a high-performing customer-centric Customer Care team. You will assist and support the Sales and Quality Teams to ensure that customers receive an exceptional experience from initial enquiry and diagnostics through to case resolution. You will have a challenger mindset and share case findings and technical data which help reduce quality issues, ensuring that you provide a streamlined and cost effective process for after sales. You will be an excellent communicator / mediator who will resolve disputes and issues in a professional manner to achieve the best outcome for the customer and Ideal Standard.

Responsibilities, Accountabilities and Duties

• Provide a professional and efficient service to register and rectify product issues as a member of a high performing, customer-centric driven team
• Deliver technical and diagnostic advice to assist customers pre, during and post product installation
• Advise customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction
• Provide enhanced support during the period of warranty and/or facilities management site activity which enhances the relationships and opportunities created by the Sales teams
• Work in accordance with standards / procedures / KPI measurements to ensure optimal customer experience as defined by the customer charter
• Provide professional and descriptive post issue reports which support issue resolution and contributes to the ongoing analysis of product and quality issues by the Product and Quality teams

Skills

• Previous experience in a customer service / after sales role
• Ability to deal with difficult, challenging and complex technical situations
• Knowledge of the Tender / Supply Chain / Order Fulfilment process
• Driven, with a customer-focused mind set
• Ability to build and maintain strong relationships to support the department strategy
• Excellent communication skills (including verbal and written)
• A dynamic and flexible approach as well as the ability to work under pressure
• Organised, with the ability to prioritise and take ownership of work
• Ability to deal with difficult and challenging situations
• CRM / SAP / Sales force
• Outlook / Excel / Word

Think outside the box with us! #shapeandcreate