Senior Customer Support Specialist

2 months ago

Caerphilly, United Kingdom Ecolab Full time

Position Overview:

The Senior Customer Support Specialist plays a crucial role in the customer service division, tasked with delivering high-level customer assistance while honing the skills necessary for a future leadership role. This position emphasizes outstanding customer service, with around 85% of responsibilities centered on core tasks and customer interactions.

Key Responsibilities:

Customer Support Duties (85%):

Act as a reliable resource for clients, responding to inquiries, resolving issues, and offering support through various communication methods (phone, email, chat).

Manage intricate customer concerns and complaints, ensuring timely and satisfactory resolutions.

Exhibit in-depth product knowledge to assist clients with inquiries, troubleshooting, and providing precise information.

Aim to surpass customer expectations by delivering personalized and empathetic interactions.

Collaborate with cross-functional teams to address complex customer issues and ensure seamless customer experiences.

Maintain accurate and comprehensive customer records, including interactions, transactions, and case notes.

Identify opportunities for process enhancements and contribute to improving the overall customer service experience.

Stay informed about product features, policies, and industry trends to provide accurate and up-to-date information to clients.

Actively seek customer feedback and contribute to the enhancement of products, services, and processes based on customer insights.

Team Support and Personal Development (15%):

Assist the team in daily operations, including knowledge sharing, providing guidance, and collaborating on problem-solving.

Participate actively in team meetings, offering ideas and feedback to enhance service quality and operational efficiency.

Work with the team to develop and uphold customer service guidelines, standards, and best practices.

Support the training and onboarding of new team members by sharing expertise and aiding in their development.

Engage in learning opportunities, such as training programs or workshops, to improve customer service skills and leadership capabilities.

Solicit feedback from supervisors and peers to identify areas for improvement and actively pursue self-development.

Contribute to projects or initiatives aimed at enhancing team performance, customer satisfaction, or operational effectiveness.

Foster a positive and collaborative team environment, promoting open communication and a customer-centric approach.

Qualifications:

Demonstrated experience in a customer service capacity, showcasing advanced customer support skills.

Exceptional communication and interpersonal abilities, emphasizing empathy and active listening.

Strong problem-solving skills and the capacity to manage complex customer situations with professionalism.

Proficiency in customer service software applications and tools.

Understanding of customer service best practices and a commitment to delivering exceptional customer experiences.

Proven ability to work effectively in a team and collaborate with cross-functional stakeholders.

Strong organizational and time management capabilities.

Proactive mindset with a focus on continuous learning and self-improvement.

Flexibility to adapt to evolving customer needs and business priorities.

Benefits:

  • Competitive salary ranging from £25k to £27k, based on experience.
  • Investment in your training and professional development.
  • 25 days of annual leave plus 8 bank holidays.
  • 4% Flexible Benefits, offering a variety of options (extended to families) or to be used as a salary increase.
  • Pension plan and 4x annual salary life assurance benefits.
  • Opportunity to purchase company shares.
  • A long-term career within a company that values talent and offers opportunities for advancement, including global prospects.

This job description outlines the essential customer service responsibilities of the role, emphasizing the development of skills and knowledge necessary for a transition into a leadership position. The Senior Customer Support Specialist actively contributes to the team's success while engaging in personal development activities to prepare for future leadership responsibilities.

Commitment to Diversity and Inclusion:

At Ecolab, we believe that diverse and inclusive teams are the best teams. We are dedicated to creating a workplace where every associate can grow and reach their full potential. We are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote, transfer, and provide opportunities for advancement based on individual qualifications and job performance. We do not discriminate against any associate or applicant for employment based on race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran.

Furthermore, we are committed to advancing the principles of Equal Employment Opportunity (EEO) through Affirmative Action (AA). Our goal is to fully utilize minority, female, disabled, and covered veteran individuals at all levels of the workforce. Ecolab is a place where you can grow your career, own your future, and make a meaningful impact.

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