Summary
Lightwave are a smart home automation company. An exciting opportunity has arisen for a Customer Experience Specialist. This is a great opportunity to begin a career with a leading edge smart home automation business.
What you will do at work
We are on the lookout for an enthusiastic and dedicated Customer Experience Specialist to join our exciting smart home company. This role is crucial in providing top-notch technical assistance and support to our customers, ensuring their satisfaction and smooth operation of their smart home products.
Responsibilities
- Provide technical assistance and support to customers via phone, email, and chat
- Troubleshoot and resolve hardware and software issues related to smart home products
- Collaborate with cross-functional teams to escalate complex issues and ensure prompt resolution
- Answer inbound phone calls promptly and professionally, addressing customer queries and issues
- Respond to customer support tickets in a timely and efficient manner
- Organize and coordinate returns for customers with faulty items
- Update the Customer Relationship Management (CRM) system with relevant and accurate information
- Assist other departments during quieter periods, including the sales team and warehouse team
- Maintain a high level of product knowledge and stay up-to-date with new product releases and features
- Provide feedback to the product development team on potential product improvements based on customer interactions
Training
- In addition to gaining practical experience in the role, you will also attain an NVQ Level 3 Customer Service qualification which will help start your career and give you an insight into the businesses processes and procedures
- Our training is all completed remotely via teams with a development coach who will be available for support 24/7 and will arrange weekly/fortnightly meetings with you
- You will receive off-the-job training during this apprenticeship which is included in your weekly working hours
Requirements and skills
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Team working
- Initiative
Qualifications
- GCSE Maths & English (4/C or above) – essential
About this employer
LightwaveRF is a pioneer of the smart home technology sector and developed the first internet enabled devices in 2008. The Company’s market leading proprietary Internet of Things (“IoT”) platform, together with its applications and connected devices, provides its customers with fully integrated remote control and monitoring of light, heat, power and security.
After this apprenticeship
- Electrical Certifications
- Sales Progression route
- Software Developer Progression Route
Employee benefits
- Strong career progression opportunities
- Free smart home starter kit for your own house
- Employee discount on products
- Free on-site parking available
- A supportive and collaborative work environment
- On-site kitchen facilities