At a Glance
- Tasks: Be the first point of contact for customers, handling inquiries and maximising sales opportunities.
- Company: Join Element, a dynamic company focused on delivering exceptional customer experiences.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Work in a supportive team environment with ongoing training and development opportunities.
- Why this job: Make a real impact by providing top-notch support and building relationships with global customers.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
Element has an opportunity for a new Customer Support Coordinator to join our team in Edinburgh on a 12 month contract. This role will drive to maximise sales opportunities by creating a world-class first impression for customers who contact Element through sales inquiry website forms and telephone numbers. As the first point of contact for global customers, the Lead Development Associate plays a vital role in the Element sales process.
The position consists of multiple responsibilities which help deliver a high customer experience. This includes:
- Professionally answering incoming calls and emails from internal and external customers
- Asking sales-minded questions to pre-qualify incoming requests
- Posing technical questions to further clarify customer requirements
- Efficiently assigning incoming leads to the Element location most capable of providing services
Hybrid: 3 days in our Edinburgh office
Full time: 39 hours per week (Mon-Thu: 8:30am-5pm, Fri: 8:30am-4pm)
Key Responsibilities:
- Achieve goals by utilising Element’s webforms/phone call/email handling processes to effectively respond to incoming callers/web enquiries
- Ask inquisitive questions and gather relevant technical detail on each request to assign to the most appropriate location, and better inform the sales team when handing over the lead
- Perform to KPIs: speed of response (time to contact/time to assign), accuracy of data entry in DCRM, assigning to the right laboratory, qualification rate and leads won (£)
- Utilise processes, tools (including the digital capabilities matrix), and knowledge to properly assign requests to the most appropriate laboratories/sales team in a prompt manner
- Develop and maintain ongoing relationships with sales and operational colleagues
- Complete customer follow-up emails and phone calls as required each day
- Act as a resource in routing customer questions/issues and follow up to ensure customer satisfaction
- Actively utilise Dynamics CRM to accurately record lead information, activities, contact details, and updates
Ongoing Development:
- Build and maintain a solid and current knowledge of Element’s service offerings
- Keep up to date with latest developments in Element’s service portfolio and accreditations, increased scope, and changes to laboratories including acquisitions
- Participate in training/coaching opportunities
Contact Details:
Element Materials Technology Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Coordinator in Edinburgh
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Element Materials Technology.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Element Materials Technology. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Support Coordinator in Edinburgh
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Element Materials Technology.
How to prepare for a job interview at Element Materials Technology
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Element Materials Technology's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Element Materials Technology offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
