Customer Service Representative na Survitec Group Limited

Vacancy Title: Customer Service Representative 

Vacancy Location: Birkenhead, Wirral 

Engagement Type: Full Time, Permanent 

Your Company

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. That's why the world's leading maritime; defence & government, energy and aerospace organisations trust us when it matters most and why we have been awarded the Gold Award by the Defence Employer Recognition Scheme.

Your New Role

Are you an individual with over a year of proven experience in customer service, coupled with a sales-oriented approach and strong commitment to customer satisfaction, thriving on delivering an exceptional customer journey? Do you possess the ability to build successful and lasting customer relationships while driving sales? If so, we have an exciting opportunity within our Birkenhead-based customer service team that might be perfect for you.

Our Customer Service team provides unwavering support to our Marine customers -  before, during, and after their purchase. In this role, you will take charge of managing all inbound and outbound reactive customer channels, working diligently to convert inquiries into orders in line with pricing policies and promotions. Your primary goal will be to ensure an outstanding customer journey, cultivate successful customer relationships, and provide expertise on a range of marine products.

What You Can Expect from the Role

Key Responsibilities and accountabilities:

•  Providing advanced product and service information and responding to complex customer questions about those products and services
•  Recording and processing quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required
•  Making calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acting as a first point of contact for resolving customer queries / complaints
•  Responding to and resolving complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required
•  Scheduling 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
•  Interviewing (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
•  Providing exceptional service to customers to encourage continued use of Survitec’s products and services
•  Developing 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

You will have the opportunity to develop in your role and feel proud of the work you do. Working at Survitec is fast paced, challenging and incredibly rewarding. This is not just another job; this is your career

The Experience, Qualifications and Skills You Will Have

Essential Criteria

• Fluent in both spoken and written English; proficiency in additional European languages is advantageous.
• Proven experience in dispatching roles, demonstrating the ability to coordinate and manage service operations effectively.
• Demonstrated experience in customer service and sales, including post-sale support, with a focus on customer satisfaction.
• Ability to identify issues and implement effective solutions promptly.
• Proactively addressing customer needs with a focus on satisfaction.
• Capacity to think creatively and maintain composure under pressure.
• Experience in the marine industry is advantageous.
• Willingness to work outside regular hours and on public holidays (on-call rota).

Why You Should Work for Us

• 33 days holiday entitlement (including bank holidays)
• 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

How to Apply

Please click apply now

If you would like more information regarding this role before applying, please feel free to reach out to us via Linked In or via [email protected].

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.