Customer Service Technical Advisor

About us: We, the Mitsubishi Electric Group, contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. "Changes for the Better" represents the Mitsubishi Electric Group’s attitude to "always strive to achieve something better", as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating "an even better tomorrow".

Role summary: Reporting to the Customer Support Manager, we have a fantastic opportunity for the successful candidate to provide front-line support for our prospective & current customers within Residential Life Cycle Solutions (RLCS). Providing technical advice and solutions through telephony, online and video calls. This role is pivotal in ensuring we offer our customers thorough aftersales support with their products, improve our processes, and enhance all front of house customer interactions with a focus on sales through service.

You will be tasked with providing remote technical support across all ecodan products in the Residential Mitsubishi Electric LES product portfolio – both current line and historic. You will be directly responsible for responding to technical queries from end users.

Skills/Responsibilities:

• Ensure ‘what we promise is what we deliver’ through collaboration across Residential Life Cycle solutions.
• Deliver advice in line with manufacturers guidance and within health and safety regulations.
• Drive sales through service, retention, and loyalty to meet individual KPI targets.
• Provide start of week & end of week summary to Customer Support & Operations Manager, outlining performance vs KPIs and agreed SLAs.
• Promote customer feedback through platforms such as Trust Pilot and NPS across teams.
• Work closely with the Customer Excellence Team to create communications that improve efficiencies across our operating model and increase Sales opportunity.
• Monitor & maintain accurate records on Mitsubishi’s internal systems providing a clear and concise audit trail for any customer contact.
• Solution focused, working with our Field Operations Manager and Sales & Growth Manager to provide options and resolutions for on-site services leading to increased revenue.
• Provide balanced feedback and support where required.
• Competitor insight and feeding back on market intelligence and trends, changes & enhancements across the industry to ensure Mitsubishi Electric offer industry leading solutions.
• Enhance the customer journey and the efficiency of our operating model.
• Where improvements can be made, be sure to positively highlight and implement them to continually improve our business performance.
• Awareness of changes to product support, through collaboration with our Product support and Warranty teams to ensure we deliver the right outcomes for the customer and for the business.

Experience:

• Extensive experience of telephony product support.
• Self-starter with proven ability to successfully work in a ‘work from home’ environment.
• Strong experience with HVAC products.
• Experience of launching & selling new initiatives, products, services into the marketplace.
• Ability to clearly communicate ideas to gain sponsorship from stakeholders.
• Excellent verbal and written communication skills.
• Strong knowledge of relevant computer programs (e.g. CRM software) and telephone systems.
• Curious and Creative, to ensure we stay one step ahead.
• Service orientated with an empathetic, pragmatic and strong objection handling approach.
• Solution focused, with customer centricity at the core.
• Contribute to a culture of innovation, trust, and empowerment.
• Resilient, find solutions to day-to-day challenges.
• Willingness to learn, challenge yourself and embrace change.

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
• Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
• Pension.
• Life Assurance.
• Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
• Access to Mitsubishi’s very own discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts).
• Employee Assistance Programme including additional services Eldercare & Best Doctors.

Equality and Diversity: We are committed to creating an inclusive and diverse workplace where everyone feels valued, respected, and supported. We welcome applications from people of all backgrounds and experiences. All employment is decided on the basis of qualifications, merit, and business need.