Consumer Support

We are looking to recruit a Consumer Support Advisor to join the Yale Retail team,reporting to the Head of Yale Retail Consumer Support. 

The primary objective of this position is:

 Responding to customer queries in a timely and accurate way, via phone, email or chat. Helping with the installation and fault diagnosis of Mechanical and Yale’s Smart Living Products.

Key responsibilities and duties are to:

• Answer consumer queries and provide technical support on all Yale products in a Professional and timely manner.

• Investigate and resolve warranty claims.
• Ensure all faulty products are reported and tracked, working with the Product Management team.
• Provide technical support via telephone, email, social media and Live Chat.
• Record all customer data on Kustomer the ticketing system.
• Feedback trends and product issues in a timely manner.
• Provide an exceptional service to all of our customers at all times.

The ideal candidates will have:

• An understanding of Smart and Electronic products.
• The ability to work within a high-pressured call centre environment, taking a high volume of calls and tickets.
• A consumer-focused background.
• Have a minimum of 2 years’ experience in providing support to end users.
• Have strong communication and interpersonal skills.
• Be proficient in working with Microsoft Office.
• A strong desire to go the extra mile to achieve a first-class customer experience.
• Be confident working with a number of different systems on a day-to-day basis in order to provide excellent support.
• Be an enthusiastic, confident and hardworking team player who is able to adapt.”

When you join Yale, we open doors for you
We’re trusted by millions of people every day to keep what’s important to them safe. Their home, family and belongings. Looking after our people is just as important to us.

When you join our Yale team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 52,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
 

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