Garolla is the UKs #1 electric garage door provider, operating through a network of c. 130 franchisees. Our mission at Garolla is to be the #1 recommended by Customers, Franchisees and Employees. Garolla is undertaking a bold and exciting growth strategy to ensure we continue to delight our customers.
As this is a newly appointed role with our Customer Care Department we are keen for individuals to join the team and really put their own stamp on the role.
Responsibilities:
- Daily communication with customers via phone, email and social media channels
- Investigate, create and deliver innovative and forward thinking solutions to customer concerns
- General administration and organisation of systems and tools used by Customer Care and wider colleagues/ network
- Collection of Accounts Outstanding through outbound calling to customers.
- Strong relationship and stakeholder management skills
- Effective identification and prioritisation of tasks
- Any other reasonable duties as requested
Task:
Daily communication with customers via phone, email and social media channels
- Answering inbound and making outbound calls to customers who have raised a concern, require repair of their garage door or require further component parts.
- Supporting customers who prefer to transact via email or social media, responding to requests as required by the customer.
- Contacting customers with outstanding debt on account to secure payments
- Liaising from Franchisee’s and National Engineers to ensure any repair work that is required is undertaken timely
Investigate, create and deliver innovative and forward thinking solutions to customer concerns
- Where required, identify suitable solutions that best resolve the customers concern or query in a timely, professional and appropriate manner
- Work with Franchisee’s, National Engineers and other departments as required to find suitable solutions to address and resolve customer needs
- Be relentless in finding the most suitable solution to best serve the customer, our company and our colleagues, voicing options and new ideas to the leadership team
General administration and organisation of systems and tools used by Customer Care and wider colleagues/ network
- Ensure all systems and customer information is kept up to date and accurate at all times
- Adhere to in house processes, policies and procedures as appropriate and instructed by the leadership team
Strong relationship and stakeholder management skills
- Build and maintain strong relationships with colleagues within Customer Care, Franchisee’s, National Engineers and the wider company
- Work with other departments to support and deliver the best outcome for the customer
Effective identification and prioritisation of tasks
- Regularly review Customer Care’s outstanding workflow and prioritise tasks based on urgency and customer need
Skills & Experience.
- Previous experience within a customer service or contact centre environment
- Excellent attention to detail
- Good computer skills (MS platforms, softphone, email)
- Excellent communication skills, both written and verbal
- Strong organisational skills
If you feel that this is the role for you, we would love to hear from you!
Job Type: Full-time
Pay: £24,800.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- Referral programme
Experience:
- Contact Centre Telephony Work : 1 year (required)
- Telephone Collections : 1 year (required)
Work Location: In person
