Aftersales Advisor

Gowan Home, a leading distributor of products and services to the kitchen, electrical and building materials industries in Ireland are seeking to recruit an Aftersales Advisor for their busy operation in Citywest. We distribute a number of exclusive premium brands including De Dietrich, Elica, Franke, Ninja, Shark, Whirlpool, Bertazzoni TCL and NordMende.

This role will report to the Customer Experience Manager. Working as a member of a busy team, this role carries the following responsibilities:

Key Responsibilities:

• Interact daily with consumers/retailers on the phone and on email regarding their aftersales query.
• Log service calls from the consumer/retailers within 24 hours.
• Ensure extensive troubleshooting is carried out during the service call logging process.
• Offer technical assistance when required to consumers/retailers.
• Liaise with 3rd party suppliers for updates on spare parts for service calls.
• Update service calls with the latest information to hand.
• Work very closely with our team of engineers and build a strong working relationship.
• Follow up on service calls with engineers and update findings/actions directly with consumers/retailers.
• Weekly review of open engineer reports and taking necessary actions.
• Compile ad-hoc service reports when required.
• Proactively keep consumers/retailers informed of the status of the service call.
• Input data accurately on the in-house (HQ & Intact IQ) systems.
• Process returns/credit requests from retailers.
• Respond to all queries quickly, efficiently, and professionally.
• Deliver excellent customer service levels to both internal and external customers.

Key Attributes:

• Customer service experience essential.
• Strong communication skills, both verbal and written.
• Previous experience in an Aftersales environment would be an advantage.
• Product knowledge of the kitchen and/or electrical appliance industry a distinct advantage.
• Excellent attention to detail.
• Complete ownership of tasks from beginning to end.
• Work on own initiative.
• Ability to work under pressure and meet tight deadlines.
• Flexible and reliable.
• Highly IT proficient.