About Us
Kingspan Smart Monitoring is a global leader in on-site tank monitoring systems, driving innovation in the sector for over 20 years. We are dedicated to providing advanced solutions that enhance efficiency and sustainability.
We are seeking a Customer Service Executive to support our retail customer base. This role involves diagnosing and resolving customer issues while delivering outstanding service via phone and email.
Key Responsibilities
Customer Support & Issue Resolution
* Respond promptly to customer inquiries via phone, email, and help desk in accordance with our Customer Service Guidelines.
* Listen actively to customers, demonstrating empathy and understanding.
* Diagnose and resolve customer issues efficiently, ensuring satisfaction within agreed timelines.
* Support customers with hardware and software-related queries, providing guidance and troubleshooting assistance.
* Identify trends in customer and technical issues and report insights for continuous improvement.
Service & Relationship Management
* Proactively communicate with customers and clients to ensure timely resolution of queries.
* Build strong, professional relationships with customers and key partners.
* Liaise with internal teams, including production, transport, scheduling, and service engineers, to coordinate timely order dispatches and site visits.
* Provide technical training and advice to users regarding hardware and software systems.
Sales & Business Growth
* Promote and upsell Kingspan Sensor products where appropriate.
* Help expand and maintain our connected retail tank network.
* Support aftersales operations by identifying and addressing customer needs.
Systems & Process Management
* Accurately manage and update customer records using our ERP, software, and helpdesk systems.
* Collaborate with field engineers to ensure efficient job completion and knowledge sharing.
* Work towards achieving key performance indicators (KPIs) and targets set by management.
* Carry out additional tasks as required by the management team.
Qualifications & Experience
Essential:
* Five GCSEs (or equivalent), including English and Maths.
* Proven experience in a customer service role, preferably within a helpdesk or call center environment.
* Strong IT skills, particularly in Microsoft Office and Excel.
Desirable:
* Degree in an IT-related field.
* Technical experience with hardware and software solutions.
* Previous experience in sales or aftersales support.
Key Skills & Competencies
* Excellent verbal and written communication skills with a professional telephone manner.
* Strong customer focus with the ability to build and maintain relationships.
* Ability to manage information accurately and efficiently.
* Strong organizational and planning skills with the ability to work under pressure.
* A proactive, solution-focused approach with the ability to work independently and as part of a team.
Why Join Kingspan?
* Career Growth: Access to career development programs and internal job opportunities for personal and professional advancement.
* Hours: Continental shift pattern
* Training & Development: Ongoing technical training to enhance your skills and qualifications in your role.
* Mentorship: Receive support and guidance from senior leaders and technical experts to help you progress in your career.
* Team Culture: Be part of a collaborative, supportive, and inclusive team environment.
* Health & Wellness Benefits: Discounted gym memberships, eye tests, and access to virtual health services.
* Financial Security: Attractive pension plans and life assurance up to four times your salary.
* Employee Perks: Employee discounts, Cycle to Work Scheme, referral bonuses, and more.
This is a hybrid role 3 days a week and hours will be 8.15am -5pm Monday to Thursday and 8.30am -4pm on Friday.
If you're a passionate Customer Service Executive who is interested in delivering high-quality customer support in a dynamic and innovative environment, we'd love to hear from you!