ABOUT US:

We, the Mitsubishi Electric Group, will contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity, as a leader in the manufacture and sales of electric and electronic equipment used in Energy and Electric Systems, Industrial Automation, Information and Communication Systems, Electronic Devices, and Home Appliances.

ROLE SUMMARY:

We have a fantastic opportunity to join our Customer Support Team where you will be a front-line support for our customers within Residential Life Cycle Solutions (RLCS). Providing Service & Maintenance solutions through telephony, online and site visit support, you will play a pivotal role within our Field Operation to ensure that we deliver our customer promises and constantly strive to deliver standards of excellence.
You will be directly influencing the customer journey through the administration of new contracts, maintaining existing customer relationships, and scheduling engineer response to customer needs. Your feedback will help to shape the future vision for the customer experience. Your work will play a key role in achieving our aim in becoming truly customer centric, ensuring the best experience for our customers.

TO BE SUCCESSFUL IN THIS ROLE YOU WILL NEED TO:

• Administer and Schedule Homeowner engineer visits for both, Service & Maintenance works
• Collaborate with team members and field engineers to maximise productivity and utilisation
• Take ownership of the customer journey e2e, delivering service excellence
• Provide tailored advice and recommendations to customers.
• Promote the benefit of ME Service & Maintenance packages to help grow our customer portfolio
• Drive customer retention and loyalty to meet KPI targets.
• Promote customer feedback through platforms such as Trust Pilot and NPS
• Play your part in delivering agreed individual and team KPI’s & SLAs
• Ensure resolution of customer issues by taking ownership of customer concerns and complaints, working with stakeholders to ensure we achieve and exceed our Guaranteed Service Standards.