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Job description

Our client, Survitec, a manufacturer of personal survival equipment is seeking a Customer Service Representative to join their team based in Dunmurry.

Responsibilities

• Provides advanced product and service information and responds to complex customer questions about those products and services.
• Records and processes quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required.
• Makes calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships and acts as a first point of contact for resolving customer queries / complaints.
• Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required.
• Schedules follow-up actions and enters relevant information into the customer relationship management system after each customer contact to create a call plan & ensure that Survitec has quality data to enable effective customer retention.
• Interviews (or assist in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements.
• Makes full, appropriate and accurate notes.
• Provides exceptional service to customers to encourage continued use of Survitec’s products and services.
• Develops knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Helps to create an environment where everyone in the team can live the Survitec values.
• Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work.
• Understands, upholds and contributes to creating a safety-first culture within Survitec.
• Ensures a safe and environmentally healthy working environment.
• Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching.
• Develops and maintains an understanding of relevant technology, external regulation, and industry.
• Other duties assigned by your manager from time to time.

Skills and Qualifications

Essential Skills

• Able to build customer relationships and deliver customer-centric solutions.
• Can develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different situations audiences.
• Holds self and others to account for meeting commitments.
• Rebounds from setbacks and adversity when facing different situations.
• Relates openly and comfortably with diverse groups of people.
• Takes on new opportunities and tough challenges.
• Makes good and timely decisions that keep the organisation moving forward.
• Works collaboratively with others to meet shared objectives.
• Ability to plan and prioritise work to meet commitments aligned with Survitec goals.
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Relates openly with diverse groups of people.
• Adapts approach and demeanour in real-time, to meet shifting demands of different situations.
• Handles conflict situations effectively, with a minimum of noise.

Further Information

This Customer Service Representative position is based in Belfast, Northern Ireland. If you are interested in this role, please click Apply Direct or forward your CV to: maria.stelezuk@industrialtemps.com. If you are calling regarding this position, please contact our team on 028 9032 2511 between working hours of 8:00am to 5:00pm and ask for Maria.