At a Glance
- Tasks: Join our team to support customers with calibration and repair requests.
- Company: Fluke, a global leader in technology and innovation.
- Benefits: Flexible hours, multicultural environment, and growth opportunities.
- Other info: Inclusive culture focused on continuous improvement and learning.
- Why this job: Be part of a dynamic team making a real difference for customers.
- Qualifications: Experience in customer support and strong communication skills required.
The predicted salary is between 22950 - 28050 £ per year.
As a member of the Customer Support - Service Desk Team, you will work alongside other experienced Agents to handle all EMEA customers who reach out to Fluke for calibration or repair of their units. You will serve as the connection between our customers and our Service Technicians and Logistics teams based in our Labs in Eindhoven (NL), Cologne (DE), and Norwich (UK). Your working day will start between 7:30 and 9am, according to your needs. Along with the rest of the team, you will be responsible for processing service requests in Oracle, organizing shipment collections, managing our RMAs backlog, handling email communications in Outlook, solving logistical issues with our internal teams and carriers, and performing any other tasks specific to your assigned region and team.
The Service Desk Team is divided into five sub-teams that work in harmony and assist each other through an organized workflow. This ensures that we maintain the same high standards and consistent communication with all customers, regardless of their location. The team consists of 4 agents from around the world, led by a manager focused on Continuous Improvement.
RESPONSIBILITIES
- Work with our partners, suppliers, and customers located mainly in Europe, Great Britain, and the Middle East, Africa, and Turkey (MEAT)
- Handle internal and external customer inquiries via phone or email
- Create service orders in the systems for equipment coming in for repair or calibration
- Prepare and provide pickup labels, master packing lists, and dangerous goods information
- Manage our Loaner pools in the UK and NL, when applicable
- Monitor KPIs via Visual Management, identify deviations in time, and apply Problem Solving to close gaps to target
- Follow communication procedures, guidelines, and policies
- Liaising with Third-Party Suppliers
- Raising and maintaining PO
- Uploading Calibration Documents into Met Team & Quality checking the information & results on the Calibration Certificates
EDUCATION/EXPERIENCE REQUIREMENTS
Intermediate vocational degree (MBO) OR minimum two years of work experience in Customer Support or equivalent experience in a similar industry and position, where you have handled at least one of the following tasks:
- Managing incoming emails and phone calls
- Recording administrative tasks in company systems (e.g., Oracle, SAP, etc.)
- Handling Supplier queries
SKILLS REQUIREMENTS
- Good digital literacy, particularly with the MS Office package.
- Accuracy in generating and processing data.
- Strong team player.
- Excellent communication both internally / externally.
- Proactive problem-solving attitude.
WHAT WE OFFER
- A multi-cultural and informal environment with a focus on inclusion and diversity
- Full-time contract
- Flexible office hours (start between 8.00am and 8.30am and end between 4 and 4:30pm)
- Access to a global company with ample opportunities for growth and development
- Access to our Fortive Business System tools, with the possibility to become a specialist or champion in one or more of them in the future
Customer Support, Strategic Service Desk Fluke Norwich, Norfolk, United Kingdom Posted 31 minutes ago employer: Gordian
Gordian offers a dynamic work environment where employees can engage in meaningful customer support roles, particularly within the Strategic Service Desk team. The company emphasizes flexibility in working hours and fosters collaboration among experienced agents to ensure high-quality service for EMEA customers. Opportunities for professional growth are supported through hands-on experience in managing service requests and logistical challenges.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support, Strategic Service Desk Fluke Norwich, Norfolk, United Kingdom Posted 31 minutes ago
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gordian. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gordian before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support, Strategic Service Desk Fluke Norwich, Norfolk, United Kingdom Posted 31 minutes ago
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gordian:Your cover letter is your chance to shine! Tell us why you want to work at Gordian specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gordian!
How to prepare for a job interview at Gordian
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
