Job Purpose: To provide administrative support to ensure the effective management of the after sales support within the Service Team. To communicate effectively between Korea and the UK/European sites through phone calls and emails mostly.
Job Context: Reporting to Head of Service, 12 Month Fixed-Term Contract
Key Responsibilities:
- To provide a high level of telephone based and electronic e-mail support in relation to after sales support functions, including but not limited to the following
- Dealing with incoming customer calls and emails
- Resolving customer queries, by effectively liaising with other departments when needed
- Ensure all aspects of customer requirements are adhered to, particularly the service specifications
- Monitoring RMA’s
- Processing payments (Credit notes and Invoices)
- To provide accurate and timely liaison with Korean HQ ensuring effective and timely communication to the Service Team
- To provide accurate and timely management of all billing process to include price adjustments and payment management
- Accurate and timely management of credit control for all returns
- To liaise closely with the order processing team to ensure accurate and timely replacement of products
- To manage and monitor all ‘KPR’ to include delivery time and repair time reporting
- Manage and monitor the CRM system to include System Improvement; HQ Process & Follow Up; Analysis of all Change Requests to System
- Production and implementation of training for service centres as and when required
- Accurate production of Service Agreements in line with SLA’s ensuring accurate and timely checking of all translations and content prior to distribution to customer / client
- Actively building positive relationships between all clients, customers and colleagues
- To provide support to colleagues and management on ‘ad hoc’ projects
- Ability to work within tight deadlines and schedules
- To display an alignment with company values including passion, integrity, honesty and respect
Personal Attributes:
- 1- 2 years experience within administration function, desirable within the CCTV industry but not essential
- Ability to communicate on all levels in a clear and concise manner both verbally and electronically
- Ability to travel outside of the UK as and when required (this role would require travel from time to time but not as often)
Qualification Requirements:
- A-Level or Degree standard education or equivalent
- Intermediate & Advanced ‘Microsoft Office’ skills to include Excel
- Clean Driving License
- Living local to the Chertsey Office
- English Language essential and any European Language beneficial
Company Benefits:
- On-Site Parking
- Pension Scheme
- Life Assurance
- Gym Membership
- Eye Care Vouchers
- Referral Programme
- Working From Home - Flexibility
Location:
The jobholder is required to be located at Hanwha Vision Europe Ltd, Heriot House, Heriot Road, Chertsey, Surrey, KT16 9DT – Our normal office hours are 09:00 – 17:00, Monday to Friday, but the jobholder may be required to work outside of these hours as and when required to meet business needs. The role may also include travel outside of the UK from time to time.
This job description indicates the general nature and level of work performed within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. You will also be expected to undertake duties which may not be listed on this job description as directed by your line manager which will be deemed as reasonable within the scope of the role.
Pay: £30,000.00-£35,000.00 per year
Application question(s):
- Would you now or in the future require a Visa Sponsorship?
- Are you located in Chertsey or locally to commute into the Office on a regular basis?
Experience:
- Administrative: 2 years (preferred)
- Microsoft Excel: 1 year (preferred)
Language:
Licence/Certification:
- drivers licence (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Chertsey KT16 9DT
