Customer Service Specialist

Job Description

To effectively manage the after sales service with a focus on sales, quality, efficiency, and cost control, to successfully deliver a best-in-class customer experience, Midea UK, part of Midea Group, a Fortune Global 500 company are seeking an experienced After Sales Services Specialist to establish and oversee our company's post-sales processes and ensure customer satisfaction.

Position: After-Sales Service Specialist
Direct Report: Supply Chain & Service Manager

Responsibilities include:
1. Developing and implementing service standards and procedures for the service delivery department
2. Setting up and maintaining the service desk
3. Supervising other members of the service delivery team
4. Maintaining customer relationships and improving response and delivery times
5. Updating service methods to improve overall efficiency
6. Resolving any service problems and customer complaints
7. Conducting periodic appraisals of team members and identifying areas for improvement
8. Creating and presenting regular reports to senior management
9. Developing contracts for Commercial Contractors and Developers who have ongoing rental or purchase needs
10. Instructing customers on equipment operation, care and maintenance
11. Inspecting rental equipment on return, looking for any damage and returning deposits

Requirements for the role:
1. Excellent interpersonal and customer service skills
2. In-depth knowledge of industry best practices and service delivery standards
3. Strong leadership ability and team spirit
4. Excellent written and verbal communication skills
5. Attention to detail
6. Excellent organizational skills
7. Problem-solving skills
8. Working knowledge of relevant software packages

About Midea
Midea Group is the world’s largest manufacturer of consumer appliances and major appliances. It offers household and commercial air conditioning appliances, refrigeration, laundry, and large cooking appliances, kitchen appliances, water appliances, vacuum appliances, small domestic appliances, and lighting.

Midea offer one of the widest-ranging product portfolios, from mass-market products to premium goods. Midea also carry a diverse range of brands under Midea Group’s umbrella, including globally recognized household names like Toshiba, Midea and Comfee.
Established in 1968, Midea (SZ:000333) is a publicly listed and ranked as a Forbes’ Global Fortune 500 company (#245). Midea offers one of the most comprehensive ranges in the home appliance industry. Midea is headquartered in Southern China, but is a truly global company with over 150,000 employees and operations in more than 195 countries, with 26 business units located around the world.
The Midea UK office was opened in October 2020, the mission is to be a leading brand of consumer electronics in the UK over the next years, providing consumers with innovative, high-quality products at an affordable price.

More information about Midea Group:
2022 Revenue - $50 BN
Exports to over 200 countries and regions
150,000 employees globally
260 logistics centres worldwide

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