Customer Service Representative

7 months ago

Birkenhead, United Kingdom Survitec Group Limited Full time

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

**Vacancy Location**: Birkenhead**

**Engagement Type**:Temporary - FTC 3 Months, 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**

This family is dedicated to supporting the customer before, during and after their purchase. They own and manage all in-bound and outbound reactive customer channels; they effectively turn enquiries into orders, in line with pricing policy and promotions. They are focused on delivering an exceptional customer journey, building successful customer relationships and communicating deep customer insight to commercial and sales teams.

This role receives and processes customer quotes, orders, enquiries, and complaints. It maintains an ongoing relationship with allocated customers and sales colleagues, using knowledge of products and services, availability, sales territories and individual customers to provide a key communications link for the customer. It applies analysis, judgment and sensitivity to customer needs and demonstrates a high-level of product, service and process knowledge.

**What You Can Expect from the Role**

**Key Responsibilities and accountabilities**:

- Provides advanced product and service information and responds to complex customer questions about those products and services
- Records and processes quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required
- Makes calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acts as a first point of contact for resolving customer queries / complaints
- Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required
- Schedules 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
- Interviews (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
- Provides exceptional service to customers to encourage continued use of Survitec’s products and services
- Develops 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**

**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
- Hybrid Working Policy
- 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**

**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.

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