Customer Service Supervisor

4 weeks ago

Telford Shropshire, United Kingdom Reconomy Full time

Reconomy is an innovative, tech-led provider of circular economy-focused services, with the purpose of creating a truly sustainable world by conserving finite resources. Enabling businesses around the world to improve their ESG outcomes, Reconomy delivers services through three main loops; _Recycle_, _Comply_ and _Re-use_. Working within the _Recycle_ Loop and reporting to Data and Reporting Manager for C,H&I, the Customer-Facing Technology Coordinator will play a vital role in supporting and mobilising customers on our bespoke technology offerings, ensuring their experience is seamless. You will be the primary point of contact for customer and internal staff queries and issues relating to the division’s customer-facing tech products. Your responsibilities will include supporting customers in resolving operational and technical issues, mobilising them on new technology, and working closely with technical support and development teams. Your tech-savvy approach, proactive communication, and understanding of industry-specific quirks will be instrumental in ensuring a positive customer experience.
Customer Support*: Provide excellent customer support for users of our bespoke technology offerings (Portal, Smartwaste integration and mobile app; Tipping, Sitebuddy and Site Appraiser), including triage, and troubleshooting operational and technical issues. Act as a liaison between customers and the technical support team, ensuring timely resolution of issues.
*Technology Mobilisation*: Lead the mobilization of customers on new technology offerings, including user set-up, and configuration. For our data integration offering (Smartwaste) there will be configuration data manipulation, mapping, and loading. You will conduct training sessions and provide documentation to ensure customers can effectively utilise new technologies.
*Issue Resolution and Collaboration*: Work closely with technical support and development teams to understand progress, estimated time of fixes, and the root causes of issues. Customer Confidence Building*: Build and maintain strong relationships with customers, instilling confidence in our technology offerings and services. Documentation*: Create and maintain documentation related to customer support processes, issue resolutions, and technology mobilisation procedures.
*Industry Knowledge*: Leverage knowledge of the outsourced waste management industry to understand and address industry-specific quirks that may contribute to customer issues.
Customer Service*: Proven experience in customer-facing roles, preferably in a technology support or coordination capacity.
*Tech-Savvy*: with a passion for technology and a 'bit of a geek at heart.' Ticketing/Case Management*: Familiarity with ticket tracking and basic data analysis.
*Knowledge of B2B outsourced services is highly beneficial.
Customers may experience technical issues which may relate to non-technical causes (e.g. account on stop). Some issues you will be able to resolve other may need to be escalated to the IT helpdesk and/or engineering team, therefore you will need to conduct detailed triage steps to ensure you have everything you need to progress to resolution.
*Job Types: Full-time, Permanent
Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Enhanced maternity leave
* Free parking
* On-site parking
* Referral programme
* Store discount
Monday to Friday

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