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Vacancy Title* : Customer Service Lead*
Vacancy Location: *Fujairah
Engagement Type:** Permanent, Full Time*
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 Silver Award by the Defence Employer Recognition Scheme
Your New Role
Are you an excellent Leader, passionate and committed to delivering great
customer service? Are you proactive, independent and results driven? Great
news! Survitec now have the perfect role for you as our new Customer Service
Representative at our Fujairah.
Reporting to the Head of Customer Service. You will supervise a team of
Customer Service Representatives to maintain proactive relationships with key
customers and internal stakeholders. You will create a productive service
environment which drives a customer-focused culture and engaged team to serve
as subject experts to our customers.
You will use knowledge and availability of our products and services, sales
territories to provide a key communications link to the customer. Using your
skills and experience you will be able to analyse and judge the sensitivity to
our customer needs in each situation.
What You Can Expect from the Role
Key Responsibilities and accountabilities:
* You will provide advanced product and service information to customers and respond to complex customer questions about those products and services
* Records and processes complex quotes and custom or special orders that may require additional resources for delivery, co-ordinating with operational teams as required
* Respond to and resolve more advanced issue escalations promptly and appropriately; provides managerial approvals as required
* Develops and implements a customer contact plan to communicate product launches and engages identified potential customers in relevant campaigns to build relationships
* You will act as first point of contact for customer queries and complaints and resolves these, referring complex issues to others as needed, whilst retaining oversight of each case and ensuring that the customer receives an appropriate response
* You will be setting clear objectives for each customer contact; uses standard materials to make presentation to the customer; and asks relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
* Contribute to an inclusive environment where our people feel valued, appreciated, and free to be who they are at work
* Help drive customer renewals through exceptional service, supporting the sales teams as required
* You will monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a Customer Service Manager as appropriate
* Identify instances within the team of non-compliance with Survitec policies, procedures and/or relevant regulatory codes and codes of conduct, reporting and addressing these and escalating issues as appropriate
* Assign short-term work schedules to a team of subordinates to achieve business expectations, ensuring the team meet deadlines and KPIs
* Maintain an understanding of Survitec products and services, relevant technology, external regulation, and industry best practices through ongoing education, attending training and reading specialist media
* Monitor the performance of the team; allocates work and reviews completion; takes appropriate corrective action to ensure timeliness and quality of delivery; contributes to formal individual performance management and appraisal
You will have the opportunity to develop in your role and will be 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.
Skills
Essential
* ‎1-‎3 years of Customer Service experience and delivering high quality work unsupervised with ‎4-‎6 months of coordinating others
* Educated to A-level or Further Education College equivalent level
* Ability to achieve results
How to Apply
Please click the below Apply Now button
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.