Service Operations Specialist

Service Operations Specialist Key Responsibilities... Monitor Exchange / Refund / Compensation operation and support solving of raised issues promptlyAct as a daily operational communication point between key staff within the service and other departments (Sales, Logistics). This should include proactive activities such as daily communication about issues and regular meetingsCarry out regular Exchange and Refund Monitoring and report findingsManaging whole Exchange / Refund / Compensation incl. decision taking for exceptions and strategic decisions in line with company policiesClose liaison with other departments incl. EHQ/HQ and 3PL companies to create seamless support for escalated issues and actions for resolution of issues related to Exchange / Refund / Compensation operation at timely mannersAct as point of contact for all Exchange / Refund / Compensation matters incl. reporting improvement follow up, training, escalations and decision makingKey personnel responsible for NCP (no charge parts) agenda - process and execution incl. analytics, trends and reportingGeneral support of Service operation administration as per management needs Key Competencies/Characteristics... Previous experience in customer services/ aftersales supportStatistical Analysis experienceAdvanced in Microsoft PowerPoint & ExcelFluent in English (both written and spoken)Tenacious approach to problem solvingAttention to detail (inquisitive approach)Ability to work under pressure and to challenging timelinesExcellent communication skills (verbal and written)Ability to multi task and effectively prioritiseFlexibility To be successful in this role you ideally have:- Experience in working as an after sales administrator (reverse logistics, supply chain management, consumer claims)Proven experience with IT (especially expert level in Excel) or automated reportingCustomer Service / Consumer Electronics experience or similar Please note your CV will be reviewed against the vacancy criteria and we will contact you within one week if we wish to progress your application any further. March Recruitment Ltd is acting as a recruitment agency in relation to this vacancy and is an equal opportunities employer.