Not just another Customer Service opportunity-Native English Speaker

2 days ago

England, United Kingdom Ecolab Full time

The primary focus of this position is to provide customer service support to specialized or distributor accounts. This position requires greater decision making skills in resolving customer problems, communicating issues, and maintaining customer data in the Order Entry and Order Processing systems. May assist with new hire coaching. Typically responds to 100 – 120 calls daily from customers and field associates.


  • Education/Work Experience: Requires a secondary diploma, or equivalent, plus one to three years of customer service experience. (Note: National Customer Service typically requires a minimum of 6 months experience in National Customer Service successfully completing Grade 4 functions or equivalent IDV01 mainframe experience.)
  • Hungary Only: Minimum language requirement: English + 1 or 2 additional European languages.
  • Independence Level/Reports to: Under general supervision. Authority to take action is limited to established policy. Determines urgency of the messages. Refers more difficult quality, service or application questions to higher level customer service staff or other appropriate internal staff. Normally reports to Customer Service Supervisor.
  • Description supplémentaire de l'emploi
  • Description supplémentaire de l'emploi
  • Ecolab is the global leader in premium cleaning, disinfection and maintenance products and services for the hospitality, and foodservice markets and is seeking Virtual Assist Support Technician.


Job Description:


You will be responsible for resolving queries and incidents raised by colleagues, partners, and customers.

You will triage and log all inbound contacts, raising queries or incidents, identifying root causes, and owning each interaction through to resolution.

You will focus on the initial troubleshooting, driving a high 1st time fix rate and quickly escalate unresolved incidents to field teams or other technical teams as required.


All associates are responsible for representing the company in a professional manner and developing good working relationships with colleagues, sub-contractors, and clients.


This role would be suitable for an experienced helpdesk support agent or a university graduate with chemical/ mechanical / technical qualifications.

The ideal candidate will have experience in troubleshooting and resolving technical, equipment and customer issues, with an understanding of virtual support software packages.


Responsibilities:

  • Query Resolution: Troubleshoot & triage all chemical dosing dispenser and system queries with focus on virtual resolution and first-time fix rates.
  • Assist technical and field teams by providing clear, concise, and accurate information to support query and incident resolution on escalation to prevent TM attendance to site wherever possible.
  • Identify the root cause of faults, and record and communicate this to the relevant team/managers.
  • Using inhouse CRM / ERPs to ensure that all issues are logged, updated, and followed through to resolution within KPI timeframe.
  • Keep up to date with new and revised equipment types and technical information [programming/ schematics where necessary] to provide top class virtual support for installations, repairs and maintenance of dishwashing, laundry, and dosing equipment and systems.
  • Deliver self-serve access to documents / sites supporting the customer to ensure the safe use of the systems and devices by their personnel.


  • Skills & Qualifications:
  • University degree type education or similar experience required.
  • Above average knowledge of MS Office packages and SAP/ other CRM platforms.
  • Customer facing or service experience – minimum 1 year.
  • A high level of communication and customer contact skills
  • Shows initiative, assertiveness, and service orientation.
  • Ability to multi- task, adaptable, flexible and works well without guidance.
  • Fluency in English is mandatory


  • What we offer:
  • Access to top class resources, tools, and technology
  • Personal development and training
  • Proper onboarding and training on the job
  • Working in a collaborative and international business environment

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