Customer Support Specialist

3 days ago

Andover, Hampshire, United Kingdom Rich Products Corporation Full time
Job Summary

We are seeking a highly skilled and experienced Customer Support Specialist to join our team at Rich Products Corporation. As a key member of our customer service team, you will be responsible for providing exceptional technical support services to our customers, ensuring their satisfaction and loyalty to our brand.

Key Responsibilities
  • Provide technical support services to customers, including installation, troubleshooting, problem resolution, and maintenance.
  • Respond to customer inquiries regarding equipment operation and malfunctions, and provide guidance on preventative maintenance and configuration adjustments to improve machine performance and customer satisfaction.
  • Liaise with engineering technical support teams as necessary to resolve complex issues.
  • Escalate customer management to appropriate team members if unable to resolve issues in a timely manner.
  • Ensure accurate asset serial numbers are recorded on our CRM system.
  • Capture and log all customer interactions on our CRM system.
Accountabilities
  • Handle first-line customer contact and manage through after-sales issues with machinery and system operation to resolution.
  • Escalate customer management to appropriate team members if unable to resolve issues in a timely manner.
  • Ensure all asset serial numbers are accurate on our CRM system.
  • Capture and log all customer interactions on our CRM system.
Responsibilities
  • Provide confident, first-class aftersales customer service to the highest standard.
  • Track and monitor customer interactions across multiple channels to troubleshoot and problem-solve.
  • Maintain a deep understanding and knowledge of our equipment and technical updates.
  • Track customer sales to identify underperforming sites and investigate directly with the customer.
  • Liaise with service providers to support effective field repairs aiming for first-time fix.
  • Dispatch service providers to jobs.
  • Receive and enter parts orders as necessary, working closely with the customer services manager to ensure timely delivery and tracking on our systems.
  • Provide warranty information to customers and service providers.
  • Administration support as needed.
Requirements
  • Customer services experience.
  • Experience in equipment or engineering customer service.
  • Experience of using CRM/Salesforce or an equivalent system.
  • Fluent in English (both spoken and written).
  • Ability to work to critical time scales and under pressure.
  • Conducting root cause analysis.
  • Able to explain instructions and processes confidently, clearly, and succinctly.
  • Collaborative team player.
  • Self-sufficient and confident in working without supervision.
  • Training others, e.g., train-the-trainer experience.
  • Working with third-party service providers.
  • Managing customer complaints.
  • Analytical and problem-solving mindset.
  • Can-do attitude who embraces development.
Desirable Qualifications
  • Engineering-related discipline of study.
  • Process management experience.
  • Multi-site and multi-customer experience.
  • Experience of working with retail customers.
  • Experience of working in a global organization.
  • Creating processes and procedures.
  • EME customer support/call center experience.

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