Customer Service Executive

5 days ago

Craigavon, United Kingdom Kingspan Water and Energy Full time

**Scope of Role**

Reporting directly to the After Sales and Technical Support Supervisor, this is a 12 month maternity cover role based at our head office in Portadown. The successful applicant will work as part of a small but pro-active team, ensuring always the best possible service is provided to our customer base. Whilst also being first line of contact for all aftersales and technical customer service enquiries.

**Compliance**
- All personnel shall be compliant with all requirements relevant to their role in the Integrated Management System (IMS) within their business
- All personnel shall actively contribute to the effectiveness of the Site’s IMS system, report any concerns, issues and failures, participate in trainings as required and support compliance culture.
- Appropriate disciplinary action will be taken against personnel who violate the Site’s IMS obligations, policies, processes and procedures.

**Key Responsibilities**
- Answer incoming calls in a timely manner.
- Acknowledging the customer’s issues and reassuring them of a solution.
- Ensuring customer contact is maintained and regular updates are provided.
- Liaise with other departments ensuring we maintain high standards of quality service.
- Work closely with the production site’s and the transport department to ensure the timely despatch of orders and or collection/returns.
- Liaise with engineers, sub-contractors to ensure KPI’s for resolution are met.
- Complete daily/weekly reports.
- Logging calls and taking ownership of full end to end aftersales process.
- Resolve problems to customer’s satisfaction within agreed timelines (KPI’s), effectively and efficiently.
- Develop and maintain a full knowledge of client products and services.
- To maintain and update customer database with accurate information.
- Provide a high-quality professional service to internal & external customers.
- To ensure procedures and compliance requirements are adhered to.
- Providing on-going support to team members and management.
- To achieve KPI Targets as set by the Customer Service Manager / Line manager
- Any other ad hoc duties which may involve direct contact with other departments.

**Essential Criteria**
- 5 GCSE’s at pass level (Grade C or above).
- Minimum 2 years’ experience working in a Sales/Customer Service environment involving Sales Order Processing, Complaint Resolution, Reporting etc.
- Strong customer focus and attention to detail.
- Proven track record at delivering results in a timely and professional manner.
- Knowledge of MS Word/Excel and excellent key board skills.
- Excellent communication skills both verbal and written are central to this role when conversing with customers.
- Excellent time management skills and proven ability to adhere to timelines.

**Desirable Criteria**
- Third Level Qualification e.g. a Degree, HND, HNC.
- Experience in using Infor LN, CRM, ERP & ticketing systems.
- Background in tier one technical support or aftersales position.
- Second European Language - preferably French and/or Spanish.

**Job Type**: Fixed term contract
Contract length: 12 months

Ability to commute/relocate:

- Craigavon, BT63 5LF: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 30/09/2024

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