Customer Service Administrator

As part of the Electrolux Professional team, one day is never the same as the next. But what drives us every day is our mission to make our customers’ work-life easier, more profitable and truly sustainable. Becoming the OnE trusted partner, managing their complete operations. Understanding their daily journey – and making it a winning one – whether they run a hotel, restaurant, laundry or café. Acting truly sustainable means going beyond products; connecting users with intelligence, humans with technology and innovative thinkers with relevant business models. And providing the most inclusive service offering with expertise, state-of-the-art interfaces and the best people network.

Together with you, we will grow and create sustainable experiences for people and the world around us, in food, beverage and laundry. Electrolux Professional – we are The OnE.

As Customer Service Administrator you will be responsible for providing support within the Electrolux Professional service organisation. The main focus of the role will be to provide customer, administrative, service network and management teams support, including the following responsibilities:

• Be the first point of contact on the phones, email, and CRM for any queries, raising and managing service requests, and handling service request escalations.
• Monitor outstanding service requests daily to ensure SLA compliance; react to and deal with ad-hoc customer issues related to after-sales service provision.
• Work with the Service Partner network to ensure service requests meet customer needs; monitor Service Partners’ performance and escalate issues to the management team.
• Collaborate with other departments (finance, sales, technical) to answer and resolve customer enquiries.
• Capture sales leads by identifying products beyond economical repair and creating leads for the sales team to follow up.
• Provide administrative support to the management teams in relation to service delivery; create and distribute service reports and customer service packs as required.
• Attend briefings, development, and product training courses as required.
• Provide cover to other members of the After Sales service administration team as needed.
• Perform any other miscellaneous duties as required.

KNOWLEDGE & EXPERIENCE

• PC literate with experience in email software, intermediate-level MS Excel and MS Word, basic-level PowerPoint, and customer CRM systems.
• Good business acumen and commercial awareness.
• Experience in customer service and service management environments, ideally gained with a manufacturer service department.
• Experience dealing with 3rd party service partners and suppliers.

SKILLS & ABILITIES

• Able to think ahead, anticipate deadlines, and plan in advance; prioritise workload continuously, ensuring both urgent and important tasks are accomplished.
• Strong verbal and written communication skills, including the ability to influence others and handle irate customers professionally and tactfully; ideally GCSE English/Maths.
• Able to contribute in a team environment, but also work independently and on own initiative; a team player with a professional telephone manner.
• Reflect a professional company image through all communications and actions, both internally and externally.
• Administratively meticulous and methodical.

About the Electrolux Professional Group

The Electrolux Professional Group is one of the leading global providers of food service, beverage, and laundry for professional users. Our innovative products and worldwide service network make our customers’ work-life easier, more profitable – and truly sustainable every day. Our solutions and products are manufactured in 13 plants in eight countries and sold in over 110 countries. In 2023, the Electrolux Professional Group had global sales of SEK 12bn and approximately 4,300 employees. Electrolux Professional’s B-shares are listed at Nasdaq Stockholm. For more information, visit https://www.electroluxprofessionalgroup.com

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