Customer Service Representative

Here at Survitec, we are currently recruiting for a Customer Service Representative to join our Customer Service team.

Key responsibilities for the Customer Service Representative role include but are not limited to:

• 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. Obtain 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.

You will have the opportunity to develop in your role and feel proud of the work you do. Working at Survitec is fast paced but incredibly rewarding.

About You:

• 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.

Essential criteria:

• Educated to A-level or equivalent.
• Proven experience of delivering high quality work unsupervised.

Desirable criteria:

• Strong ability to build and maintain successful working relationships with customers.

Why You Should Work for Us:

• 33 days holiday entitlement (including bank holidays).
• Flexible / Hybrid working arrangements.
• Additional day off to celebrate your birthday.
• Company Anniversary Holiday Benefit.
• Excellent enhanced maternity & paternity package.
• Cycle to Work Scheme.
• Life Assurance.
• Training & Professional Development.
• Employee Assistance Programme.
• Workplace Reward & Recognition scheme.

Who are Survitec and what do we do?

Survitec are the world’s largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology. Today, we are a global community of 3,000 professionals with presence in 96 countries partnering with our customers to provide innovative solutions that reduce risk and help keep you safe.

How to Apply:

To Apply, please click the Apply button and submit your application via our website. Please note, we do not accept direct applications via email nor do we accept speculative CVs from recruitment agencies.

Survitec is an equal opportunities employer. Our diverse global workforce protects lives, every single day. We are committed to cultivating an inclusive culture where our people feel valued, appreciated, and free to be who they are at work. Because, to provide service and excellence to our customers we must mirror their diversity. But more importantly because it is the right thing to do.

At Survitec, we want you to have the best possible interview experience with us and we are also committed to creating an inclusive environment. We are happy to make any necessary accommodations to ensure you can showcase your skills to the best of your ability, should you require any reasonable adjustments, please don't hesitate to let us know.