Product Solutions Administrator

The Product Solution Administrator is a critical role within the Sales Operations Hub at KEF, dedicated to delivering exceptional customer support. In this position you will manage customer inquiries through email, live chat, and phone, focusing on issues ranging from technical support to RMA (Return Merchandise Authorization) processes. The ideal candidate will embody a proactive, customer-centric mindset, adept at navigating multiple communication channels and maintaining high customer satisfaction scores (CSAT).

To apply, you must be an effective communicator in the Dutch and English language.

This role is based in our Maidstone office and hybrid working is also available.

Responsibilities include:

• Serve as the primary interface for KEF customers (D2C), dealers and distributors (B2B), providing detailed product support and solutions within the Sales Operations Hub.
• Efficiently manage customer inquiries across email, live chat, and phone, ensuring consistent delivery of high-quality service.
• Maintain adherence to predefined service levels and manage workload to meet or exceed targets for case volumes and CSAT.
• Uphold a ‘can-do’ attitude, focusing on customer needs and demonstrating a commitment to resolving customer issues effectively.
• Handle a broad range of customer queries, including technical troubleshooting, RMA coordination, returns processing, and follow-ups.
• Support customers who have made purchases through both e-commerce platforms and physical dealer locations.
• Engage in ongoing professional development to stay informed of industry best practices and enhance service skills.
• Collaborate with team members to refine customer service strategies and improve the overall quality of support.

Qualifications and Experience

• HND / Bachelor’s degree holder or equivalent experience.
• Previous experience in Technical support/product support role
• Languages: Dutch and English are essential and other language highly advantageous
• Live within a commutable distance to the Maidstone office is essential
• Excellent interpersonal skills at all levels of the business
• Good written and verbal communication
• Attention to detail and good problem-solving skills
• Time and Task management
• Interest in Consumer Electronics/HiFi and network connected products
• Passionate about sound (eg music, movies, and gaming)
• Self-learner who enjoys working with new technologies
• Consumer Focused
• Team player/can do attitude

For more company details, please visit our website at https://uk.kef.com/.

We offer a competitive salary, bonus, company pension scheme, a career development opportunities. Please send your full CV with current and expected salary by clicking "Apply".

KEF is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, age, colour, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. Personal data collected will be treated as strictly confidential and used for recruitment purposes only..

All personal data collected during the application process will be kept for 12 months after its completion, and will be destroyed thereafter.