Reporting into the Service Manager, the Service Liaison role is responsible for providing exceptional after sales service to ensure a fantastic customer experience.
The role supports and troubleshoots any problems the customer may experience with the operational efficiency of their product and includes liaising with 3rd party suppliers, manufacturers and service agents via phone and email to help rectify any problems, faults or damages.
- Liaise with customers to diagnose operational issues with their product.
- Log all service calls and accurately update all customer service records.
- Coordinate and book service calls for customers by liaising with third suppliers such as manufacturers,suppliers and service agents.
- Liaise with Finance and/or Order Management to process any credits, refunds or sales returns on faulty products.
- Answer all customer emails and phone calls within an acceptable time frame.
- Keep up to date with new and existing product knowledge through regular training.
