Technical Customer Service Executive

1 month ago

Portadown, United Kingdom Kingspan Water and Energy Full time

**Scope of Role**

**Key Responsibilities**

Customer Service
- Listening effectively to customers, showing empathy, and understanding.
- To resolve problems to customer’s satisfaction within agreed timelines, effectively and efficiently.
- Develop and maintain relationships with existing key accounts and assisting in the onboarding requirements of new customers
- To contact customers and clients as required ensuring prompt resolution to customer queries.
- Provide a high-quality professional service to internal & external customers.
- Liaise with other departments ensuring high standards of service and precise communication is maintained
- Work closely with the production, transport department’s, scheduling, service engineers to ensure the timely despatch of orders and completion of site visits.
- Accessing, updating, and managing customer requirements via our integrated ERP, software, and helpdesk systems.
- To achieve KPI Targets as set by the Customer Service Manager/Line manager.
- Any other Ad-Hoc duties as advised by management team.

Technical Customer Support
- To provide 1st line technical support o customer queries dealing with them professionally, efficiently and maintaining a high degree of customer service.
- To work effectively and productively with 2nd & 3rd line support, product managers and software development teams.
- To take ownership of user problems, perform a technical diagnosis and fix the issue remotely where possible.
- To document all calls on Jira helpdesk system and mange through to satisfactory closure.
- Supporting users in the use of hardware and Software systems by providing necessary training and advice.
- Develop a full technical knowledge of Smart Monitoring products and services.
- To develop and maintain a full knowledge Hardware and software systems and delivering ongoing customer training where required.
- Identifying and reporting on aftersales and technical issues.

Safety & Compliance
- Maintain and promote a compliance culture throughout the organisation to ensure the highest levels of integrity, honesty, and professionalism.
- Promote the highest possible standards of health, safety, environmental, quality and product compliance, ensuring that compliance is an integral part of the business and our requirements and procedures.

**Person Specification**
- Essential_
- Five GCSE passes (or equivalent) including English and Maths.
- Proven and demonstrable customer service experience dealing with calls and queries within a formal customer service environment e.g. a helpdesk, call centre etc.
- 3 years minimum experience in software-based customer service role. Ability to utilise multiple systems, internal ERP’s, web, and cloud-based platforms.
- Excellent telephone manner and communication skills both verbal and written.
- Proven track record at delivering results in a timely and professional manner.
- Ability to manage information and process in accurate and timely fashion.
- Excellent organisational and planning skills.
- Strong customer focus and attention to detail.
- Ability to work on own initiative and as part of a team.
- Ability to work under pressure Excellent IT Skills - MS Office/Excel experience are crucial.
- Desirable_
- Degree Level education ideally in I.T based field.
- Experience of sales order processing and direct sales experience.
- Technical experience in dealing with hardware solutions would be an advantage however not essential.
- Previous experience in a sales or aftersales environment.

**Salary**: £25,000.00 per year

**Benefits**:

- Company pension
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Ability to commute/relocate:

- Portadown, County Armagh: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

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