Customer Service - Aftersales

Our Product is Tried, Tested and Thrashed.

Utemaster are so confident in our quality that we guarantee our products will be right — if it’s not, we will make it good, no questions asked.

Quality and customer satisfaction are important to Utemaster. This newly created Aftersales role is responsible for helping resolve customer issues after purchase. This involves product, quality, delivery and installation support and can often involve coordinating internal stakeholders, the end user, and a third party i.e installers and repairers.

Top 5 Areas of Responsibility:

1. Reactive Aftersales - resolving post-sale product issues.
2. Investigating and documenting aftersales procedures – to ensure scalability and optimum customer experience.
3. Proactive Aftersales - coordinating product recall at scale
4. Preventative communication - supporting quality and seeking to prevent aftersales issues by being proactive with clients.
5. Quality management feedback – documenting and reporting quality issues to ensure long-term fix.
6. Customer Service Overflow - responding to inbound calls and emails in overflow capacity as required.

KPI’s

1. Net promoter score
2. Customer Service Team - World class response time <2 hours
3. # Of team tickets resolved

Success in this role:

• Aftersales support tickets are resolved quickly
• Customer issues are turned into an opportunity to ‘wow’ and create repeat business

About You
A natural people person with awesome interpersonal skills, charismatic, inquisitive, self-disciplined, and business-minded. You will have the ability to go deep with technical product information. You will have strong organizational abilities, excellent communication and Customer Service skills, and be dedicated to exceeding customers' expectations.

• Ability to control emotions
• Does not blame/ criticize but rather focuses on resolving the customer's problem
• Is happy to take instruction and act
• Takes risks against ‘PC’ status quo, but accepts company direct, vision and restrictions
• Understands business principles
• Can identify Win:Win solutions for the business and customer.
• Honest and upfront – high level of integrity
• Focusses on and understands the importance of tangible results/ resolutions for the client
• Committed to Continuous improvement
• Has career ambitions
• Humble

What’s it like to work here?

We are a rapidly growing business and have an improvement culture. You’ll thrive with Utemaster if you want to work in a fast-paced environment. Utemaster will support you in growing yourself as you drive growth in our business. You will be encouraged to think big, make an impact, and succeed in a high-performing team. 

We are motivated by our mission to help people get stuff done and enjoy life’s adventures. Utemaster’s products solve real-life problems for our customers (and their clients), helping the Trade and Recreation market get the most out of their vehicles, hence our tagline: “Unleash your Ute’s potential”.

Benefits of working at Utemaster:

We offer a range of benefits that work for you, your lifestyle and your career which include:

• Training that will accelerate your career;
• Opportunity to work with a motivated and talented international team;
• A competitive salary and employee incentive program (we want everybody to feel engaged and share the results of our collective effort);
• Monday-Friday business, we respect your weekends and home life.
• Free on-site parking