Customer Service Representative

5 months ago

Birkenhead, United Kingdom Survitec Group Limited Full time

**Vacancy Title**:Customer Service Representative**

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**Vacancy Location**: Birkenhead, Wirral**

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**Engagement Type**:Permanent, Full Time**

**Your Company**

Survitec are the world’s largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology.

Today, we are a global community of 3,000 professionals with presence in 96 countries partnering with our customers to provide innovative solutions that reduce risk and help keep you safe.That's why the world's leading maritime, defence & government, energy and aerospace organisations trust us when it matters most and why we have been awarded the Gold Award by the Defence Employer Recognition Scheme.

**Your New Role**

In this role you will be supporting the customer before, during and after their purchase. You will own and manage all in-bound and outbound reactive customer channels and effectively turn enquiries into orders, in line with pricing policy and promotions. You will be also focused on delivering an exceptional customer journey, building successful customer relationships, and communicating deep customer insight to commercial and sales teams.

**What You Can Expect from the Role**

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**Key Responsibilities and accountabilities**:

- ** **Providing advanced product and service information and responding to complex customer questions about those products and services
- Recording and processing quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required
- Making calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acting as a first point of contact for resolving customer queries / complaints
- Responding to and resolving complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required
- Scheduling follow-up actions and enters relevant information into the customer relationship management system after each customer contact to create a call plan and ensure that Survitec has quality data to enable effective customer retention and business development activities
- Interviewing (or assist in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements. Makes full, appropriate and accurate notes, ensuring the customer records management system is updated in a timely manner
- Providing exceptional service to customers to encourage continued use of Survitec’s products and services
- Developing knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure

You will have the opportunity to develop in your role and feel proud of the work you do. Working at Survitec is fast paced, challenging and incredibly rewarding. This is not just another job; this is your career

**The Experience, Qualifications and Skills You Will Have**

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**Essential Criteria**
- ** **Educated to A-level or Further Education College equivalent level
- 1+ Demonstrable customer service experience

**Why You Should Work for Us (UK Benefits)**
- ** **33 days holidays including public holidays
- Cycle to Work Scheme
- Life Assurance up to 4x salary
- Pension Scheme
- Training & Professional Development Opportunities
- Employee Assistance Programme
- Workplace Reward & Recognition scheme

**How to Apply**

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**Survitec is an equal opportunities employer. Our diverse global workforce protects lives, every single day. We are committed to cultivating an inclusive culture where our people feel valued appreciated, and free to be who they are at work. Because, to provide service and excellence to our customers we must mirror their diversity. But more importantly because it is the right thing to do.**

**At Survitec, we want you to have the best possible interview experience with us and we are also committed to creating an inclusive environment. We are happy to make any necessary accommodations to ensure you can showcase your skills to the best of your ability, should you require any reasonable adjustments, please don't hesitate to let us know.

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