Customer Service Product Specialist

The business
We are seeking an experienced Customer Service Product Specialist to join a market leading supplier of high-quality home and garden products business based in South Manchester.

Role
The role will be based in their new state of the art show room, joining a dynamic growing team, where you’ll assist customers who encounter challenges with the products, providing expect guidance and solutions.  Whether its troubleshooting technical issues or offering product insights your work will ensure customer satisfaction and drive continuous product improvement.

Key Responsibilities:

• Customer Support:
  • Provide exceptional support via phone, email, and chat to troubleshoot and resolve product issues.
  • Guide customers through product installation and usage challenges.
  • Maintain detailed records of interactions and solutions.
• Issue Resolution:
  • Diagnose and resolve technical problems efficiently.
  • Escalate complex issues to higher-level teams when needed.
  • Test and validate solutions before implementation.
• Product Expertise:
  • Stay ahead of product updates and features to provide accurate information.
  • Act as the go-to expert on product functionality and performance.
• Collaboration:
  • Work with sales, product management, and warehouse teams to identify recurring issues and suggest improvements.
  • Support the sales team with pre-sales technical insights and demonstrations.
• Customer Feedback:
  • Gather feedback on product performance and user experience.
  • Share insights with development teams to inform product enhancements.

• Technical Expertise:
  • Deep understanding of product architecture, common issues, and troubleshooting techniques.
  • Hands on trade experience (landscaping, joinery) desirable. 
• Problem-Solving:
  • Strong critical thinking skills to quickly diagnose and resolve complex issues.
• Customer Focus:
  • Excellent communication skills to explain technical concepts simply.
• Attention to Detail:
  • Thorough and precise documentation of issues and solutions.
• Time Management
• Prior customer service experience essential