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Support Services Coordinator

3 months ago

Newtownabbey, United Kingdom Brett Martin Full time
Job Overview

Position Summary:

We are seeking a dedicated and detail-oriented Client Support Representative to become a vital part of our energetic team. The successful candidate will possess a strong desire to assist customers, exceptional communication abilities, and a proactive mindset towards resolving issues. As a Client Support Representative, you will serve as the primary contact for our clients, addressing inquiries and ensuring a high level of customer satisfaction.

Role Responsibilities

Client Interaction: Manage customer inquiries through various channels including phone, email, and chat, delivering timely and precise responses.

Issue Resolution: Diagnose and resolve issues reported by clients, ensuring swift solutions and escalating more complex cases when necessary.

Product Expertise: Maintain comprehensive knowledge of Brett Martin's offerings to effectively respond to customer inquiries and provide knowledgeable recommendations.

Order Support: Assist clients with order placements, tracking, and any shipping or delivery-related concerns.

Record Keeping: Document customer interactions, feedback, and complaints meticulously, ensuring accurate entries in our CRM system.

Customer Insights: Collect customer feedback and relay insights to relevant departments to enhance products and services.

Teamwork: Collaborate closely with sales, technical support, and other internal teams to ensure a seamless customer journey.

Continuous Learning: Engage in ongoing training sessions to remain informed about new products, services, and best practices in customer service.

Required Skills

About Our Company

At Brett Martin, you will be part of a workplace that fosters a positive environment for both work and learning. We offer career pathways for all, whether you are interested in a specific office role or prefer hands-on engagement with products. Regardless of the department you join, you will discover numerous opportunities to acquire new skills and build a fulfilling career.

Company Values

Brett Martin, founded in 1958, is a prominent independent manufacturing firm located in Northern Ireland, employing approximately 1,000 individuals across its UK facilities. With its headquarters in Mallusk, Co. Antrim, the company specializes in plastic sheets, roof light systems, and plumbing and drainage solutions. Renowned for its commitment to technological investment, sustainability, innovation, and employee development, Brett Martin is recognized as a leading employer in Northern Ireland. The company achieves a turnover of £195 million, with 50% of its sales exported to over 70 countries, and 25% of its operations powered sustainably.

Qualifications

  • At least 2 years of experience in a customer support role, ideally within the manufacturing or construction sectors.
  • A minimum of 5 GCSEs including English and Maths at grades A-C.
  • Outstanding verbal and written communication skills, capable of conveying complex information clearly.
  • Proficiency in CRM systems and customer support software; familiarity with ERP systems is advantageous.
  • Strong analytical and problem-solving abilities, with a proactive approach to identifying and addressing issues.
  • Ability to thrive in a team-oriented environment and collaborate effectively with colleagues across various departments.
  • Excellent organizational and time management skills, capable of managing multiple tasks concurrently.
  • A genuine commitment to delivering exceptional customer service and ensuring a positive customer experience.