Specialist Services Administrator

Our company Founded in 1981, TCL Electronics (HKSE 01070) is a leading company for Consumer Electronics with 25.000 employees across 78 countries and is now ranked Number 2 TV brand worldwide. • TCL Electronics has developed specific expertise, promoting vertical integration, i.e. manufacturing its LED TVs from A to Z • TCL is one of the fastest growing High-Tech Brands in the World • Starting 2020, TCL Electronics Europe is expanding into new categories, like Air Conditioning, Major Domestic Appliances and IOT products. High development ambitions • Vertical integration • Worldwide brand with offices in Madrid and Barcelona TCL Iberia is seeking a Customer Service Specialist to serve as the primary point of contact for our After-Sales Service Department. This role is crucial for ensuring an exceptional Customer Experience (CX) and efficiently managing all support, repair, and warranty requests for our consumer electronics products. The position reports to the Head of Service Iberia. Front Office • Internal Case Management: Act as the main point of contact (in-person, telephone, or digital) for Stakeholders seeking technical or service assistance. Internal Customer, NOT a Call Center duty. • Support to other departments: Perform the best of help to other departments and determine the most appropriate course of action (explanations, remote support, update, etc.). • Back Office • CRM Data Management: Ensuring accuracy and integrity of customer records and service cases within the Customer Relationship Management (CRM) system. • And managing the billing and processing of invoices received from external service providers and vendors. • Monitoring the service request queue (backlog) to prioritize and allocate resources efficiently and prevent delays. • Data Accuracy and Reporting: Maintaining high levels of data accuracy across all service platforms and contributing to operational reporting. • Financial Reconciliation (Credits): Handling the accounting and processing of customer credits and financial adjustments related to service resolutions. • Case Handling (Exceptions): Analyse the request from the Call Center in our CRM/ERP system, ensuring policies and Compliance. • Policy Compliance: Ensure all processes adhere strictly to company warranty policies,compliance regulations, and quality standards. Minimum of 2 years of experience in Customer Service, Technical Support, or Front Office roles, preferably within the consumer electronics, telecommunications, or IT sectors. • Knowledge with CRM systems (Salesforce, Zendesk, etc.) and ERP systems for order and service management. • Language: Proficiency in English is required. •