At a Glance
- Tasks: Support customers by processing orders, answering queries, and resolving complaints.
- Company: Join Thorlabs, a global leader in optical technologies with a collaborative culture.
- Benefits: Enjoy competitive salary, health care, pension, and 25 days holiday plus public holidays.
- Other info: Hybrid working available, with free onsite parking and refreshments.
- Why this job: Make a real difference in customer satisfaction while developing your skills in a dynamic environment.
- Qualifications: GCSE level education or equivalent, with previous customer-facing experience preferred.
The predicted salary is between 38250 - 46750 £ per year.
Interview process: 2 stage process following shortlisting - First stage: 30-minute Teams interview; Second stage: Onsite 1 hour interview,
- Answer and redirect external calls
- Answer general customer enquiries by phone and email
- Process quotes and orders of catalogue items
- Be flexible with working hours to ensure all orders are processed on the same day
- Anticipate and proactively manage customer needs to prevent escalation
- Effectively communicate and coordinate with our global offices to fulfil customer requests
- Maintain backorder and follow up on delayed or backorders items, and update customers
- Contribute to and lead continuous improvement projects
- Write, maintain, and follow SOPs and meet department KPIs
We are looking for an enthusiastic and motivated Customer Support Representative to support our customers as part of the
Sales
Team: processing quotes and orders, answering queries, resolving complaints, while providing a high standard of customer service.
- Working Hours: Monday to Friday 9am - 5:30pm (Hybrid working available)
- What is essential to us…
- Educated to GCSE level or equivalent experience / qualification is highly desirable
- Previous customer-facing experience
- An excellent standard of written and verbal communication skills
- A high level of accuracy and attention to detail
- Ability to identify and resolve problems quickly
- Familiarity with Windows, including core MS Office packages
- Proven ability to work in a team environment
- Adhering to core values and driven positive attitude
- Receptive to new challenges and expanding current knowledge, In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must have a valid permission to enter or remain in the UK with no condition that prevents them from working in the UK.
Documented evidence of such permission will be required from candidates as part of the recruitment process.
Thorlabs is a global, industry leading optical technologies company.
We are experts in the design and manufacture or a range of innovative photonics products.
We use these products in manufacturing and research, from fibre optics to piezo motors.
We are the gold standard with optics laboratories worldwide.
There are now 22 facilities across the world in 9 countries.
Here in Ely, we are responsible for the Motion Control and Optical Tables product line.
Where you will be working?
- We have free onsite parking, free refreshments, as well as an entertainment area in our large canteen for your enjoyment.
- Competitive Salary to attract the best, plus an excellent benefits package including pension, health care, 25 days holiday plus public holidays.
- Contributed Pension Scheme -Group Life Cover -Private Health Care -Group Income Protection & more.
- #J-18808-Ljbffr
Customer Service Representative in Ely employer: Thorlabs Ltd
As an Electro-Mechanical Assembler with us, you will join a dynamic team dedicated to quality and innovation in a supportive work environment. Our commitment to employee growth is reflected in our comprehensive benefits package, including a competitive salary, pension contributions, and private healthcare, all designed to ensure your well-being and professional development. Located in a vibrant area, we foster a culture of continuous improvement and teamwork, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative in Ely
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thorlabs Ltd. 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 Thorlabs Ltd 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 Service Representative in Ely
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 Thorlabs Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Thorlabs Ltd 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 Thorlabs Ltd!
How to prepare for a job interview at Thorlabs Ltd
✨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.
