Projects and Customer Care Assistant Placement

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Projects and Customer Care Assistant Placement

This role will enable you to have the opportunity to support project work within the Panasonic customer care team. You will keep up to date on all aspects of our projects, assign duties, and assist others. Time management is a key and vital skill in this role due to project deadlines. Using your expertise, you will be able to solve unexpected problems and communicate clearly with management. You will also be involved in making customer care systems better through data-driven analysis.

** UK & European travel may be required as part of this role

What will you be doing…

Project Management:

• Support project office for customer care, including project plans, project scopes, and project updates
• Coordinate project update meetings and note appropriate updates

Continuous Improvement:

• Identify projects to drive improvement through;
  • Capture stakeholder requirements and feedback
  • Data-driven analysis of customer communications and survey feedback

Insight & Analysis:

• Structure contact centre KPI data into meaningful, actionable insight, e.g.;
  • Customer communication drivers and root causes
  • Customer sentiment analysis (customer emotion)
  • Early warning analysis for new product releases
  • Trent and impact analysis, including seasonal spikes and product defect contingency plans

Operations:

• Maintain a working knowledge of current customer care platforms and support release of new ones
• Support the maintenance of an optimized self-service website & IVR

Self-service Management:

• Review the effectiveness of self-service channels through reports analysis
• Identify opportunities for customer self-service journey improvement
• Support the creation and distribution of SOPs (Processes and policies), Knowledge base articles, and FAQ content

So, what are we looking for from you…

• Excellent communication skills, written and spoken
• Ability to adapt and multitask
• Organised and able to prioritise workload
• Confident and capable of handling issues as and when they arise
• A strong understanding of Microsoft Office – in particular, Excel
• Able to work independently and in a team-orientated, collaborative environment
• Knowledge of project management methodology would be advantageous
• Highly results driven, with the energy and determination to succeed

What we offer:

• Competitive salary
• Employee discounted Panasonic products
• 25 days holiday per annum, plus UK Bank Holidays
• Performance-based bonus (up to 15% of annual salary)
• Development and training opportunities available
• Subsidised restaurants on site, and subsidised gym memberships
• Free Shuttle Bus to Town Centre & local Train Station
• Free parking on site
• Health & Well-being events
• Company pension scheme
• Company-funded private medical insurance and life assurance
• A range of other benefits to select

About Panasonic

Panasonic is a multinational, fast-moving electronics company with thousands of employees worldwide. Our main focus is improving the everyday lives of customers through our products. Founded 100 years ago in 1918, we are always moving forward to reflect society’s demands, so therefore need forward thinking individuals that will bring personality and positivity to the roles advertised.

How to apply

Please send your CV with a Covering letter (with subject: PANA 009) to:

HR Administrator, Panasonic UK, Maxis 2, Western Road, Bracknell, Berkshire, RG12 1RT
Tel: 01344 853075.

Or alternatively email them to: industrial.placement@panasonic.co.uk

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