Customer Support Advisor

6 days ago

Coventry, United Kingdom FireAngel Safety Technology Limited Full time

**Purpose of role**

To offer a premium level of service to both EU and UK customers, while playing a pivotal role in a friendly and dynamic Customer Support team. You will be a driving force to ensure Customer Experience is the central focus and deliver key department KPI’s

**Principle duties & responsibilities**
- Be committed to delivering exceptional customer service to both EU & UK customers by putting the customer at the heart of everything you do
- Accurately capture and retain data from customers on product enquiries and faults into the company systems, enabling replacements to be issued within agreed department SLA
- Provide first line support and advice to customers using FireAngel products
- Achieve department KPI’s targets ensuring the customer service levels we provide are to the correct standard
- Be responsible for attending the correct level of training and be part of the Training Academy process: Ensuring that you stay up to date with all new products, product modifications, processes, and regulations
- Be a part of an evolving team: Challenge the status quo to do things better and offer improvement suggestions
- Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible

**Requirements**:

- Must be fluent in written and spoken English and German languages
- Competent with computer systems and quick to learn new systems

**General duties & responsibilities**

General office duties including but not limited to:

- Working by the company and department standards and procedures
- Performing to meet and exceed the department KPI’s
- Any other tasks as required by your line manager

**Customer Support Values**

**MERIT** is at the heart of everything we do:

- **Modesty**: we go about our business without drama or pretencewe are real, and we are human.
- **Enthusiasm**: We are vibrant, enthusiastic and passionate about what we do. We believe in our work and have fun doing it.
- **Renew ourselves**: We aren’t set in our ways. We constructively challenge ourselves and each other to be the best possible version of ourselves. Things change and we need to keep changing too.
- **Integrity**: We make sure things are done in the right way - what we hold to be true
- **Teamwork**: We are all individuals who work together to make things better and get things done.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday

Work Location: In person

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