Customer Service Representative

Description:

Are you a technically minded individual that understands the safety needs of vessels and an excellent communicator, passionate and committed to delivering great customer service? Are you flexible and adaptable to change within a dynamic business? Great news! Survitec now have the perfect role for you as our new Marine Technical Services Coordinator at our Dartford office!

Reporting into Customer Service Manager in our Marine Division. You will flaunt our culture of customer satisfaction through the end-to-end customer process globally via orders, inquiries, and complaints. You will maintain and engage ongoing relationships with selected customers and sales staff.

You will use your marine industry knowledge to liaise regarding availability of our products and services and 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:
 

• Provide advanced product and service information and responds to complex customer questions about those products and services
• Record and process 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 resolve complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required
• Schedules follow-up actions and enter relevant information into the system contact to create a call plan
   

Essential Criteria

The Experience, Qualifications and Skills You Will Have
 

• Experience withing a Marine setting or within a technical role managing Salesforce or IFS system.
• Must have strong problem-solving skills.
• Excellent Customer Service experience.
• Proficient in Microsoft Office.