Customer Service Representative

LOCATION: Dunmurry

EMPLOYMENT TYPE: Permanent

Job Family – Customer Service

This family is dedicated to supporting the customer before, during and after their purchase. They own and manage all in-bound and outbound reactive customer channels; they effectively turn enquiries into orders, in line with pricing policy and promotions. They are focused on delivering an exceptional customer journey, building successful customer relationships and communicating deep customer insight to commercial and sales teams.

Job Summary

This role receives and processes customer quotes, orders, inquiries and complaints. It maintains an ongoing relationship with allocated customers and sales colleagues, using knowledge of products and services, availability, sales territories and individual customers to provide a key communications link for the customer. It applies analysis, judgment and sensitivity to customer needs and demonstrates a high-level of product, service and process knowledge.

Duties and 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.
• 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 and ensure that Survitec has quality data to enable effective customer retention and business development activities.
• 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, ensuring the customer records management system is updated in a timely manner.
• 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.
• Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure.
• 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 best practices.
• Other duties assigned by your manager from time to time.

Skills

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

Values

• Drives safety culture.
• Is a reliable source of reference on relevant safety standards and where these standards are at risk.
• Provides important insight into the root cause and corrective actions for such safety risks and issues.
• Raises issues and highlights own mistakes without fear, consistently to improve safety and wellbeing of self and others.
• Understands the importance of being the representative of both internal and external customers.
• Demonstrates respect for those customers and is open and transparent about the delivery of service – only promises what they can deliver and delivers what they promise.
• Understands own role within the team and takes accountability for delivery – is good at closing out actions and proactively asks for help when issues arise.
• Communicates appropriately, shares knowledge (coaching, mentoring and supporting others to develop skills as appropriate).
• Works collaboratively with own team and others to meet business goals.
• Takes time to listen and treats others with dignity, accepting and respecting other people’s points of view or individuality.
• Understands how own behaviours impact others.

We care for our people, investing in the development of teams and individuals.

We aim for excellence in everything we do.

Takes personal responsibility for ensuring excellence, getting the task done on time and to the right standard.

Consistently achieves targets, even when timescales are tight.

Committed and passionate about continuous improvement, looking to solve problems and avoid workarounds.

Takes the initiative and acts with confidence.

We seek to innovate at every opportunity.

Takes an entrepreneurial approach to change, being comfortable and willing to try out new methods, processes, ways of working or techniques to make improvements.

Takes time to understand and explain the rationale for change to support the understanding of self and others.

We act with integrity.

Acts in accordance with Survitec Values, especially in situations when it is difficult to do so.

Represents self and Survitec in an ethical manner that engenders trust from colleagues, customers and external regulators.

Experience and qualification

• Educated to A-level or Further Education College equivalent level.
• 1-3 years of experience of delivering high quality work unsupervised.
• No formal management experience is required for this role.