Job Specification

The Role

• Answering phone calls offering first line support to customer queries for both Assisted Living and Health Care.
• Provide advice and support to existing and new customers while building and maintaining strong relationships with existing and new customers.
• Ensuring phone calls are answered on time following the company’s window frame.
• Liaising with both service support and customer enquiries via email.
• Offer support to Field Engineers and third parties on technical issues when needed, as well as maintaining strong relationship with them.
• Troubleshot technical problems, as well as diagnose reported issues.
• Create internal reports of technical queries for quality purposes.
• Measurement and reporting of internal KPI’s.
• Conduct product training sessions.
• Liaise with our Business Development Managers and Regional Sales Executives maintaining strong relationships with them.
• Assisting the team with additional duties when required.
• Always abide by and actively promote the company Values and Code of Ethics. 

The Person

• Essential criteria;
• Excellent customer services skills: telephone manners, patient, positive, empathetic, confident, professional.
• Strong written and verbal communication in English.
• Ability to work under pressure and respond quick to critic situations.
• Previous experience in a similar role.
• Ability to deal with customers, team members at all levels and third parties.
• Tech savvy – ability to learn the functionality of new products in a short period.
• Team player with a desire to help others.
• Computer literate – good knowledge of Microsoft Office, SalesForce and Office 365.
• Well organised, able to manage multiple tasks. 
• Be self motivated and able to work in a demanding environment.
• Desirable: -
• Technical/ Electronics experience.

Benefits:

• Potential incentives based on targets and annual bonus based on Company and BU performance, as well as taking into consideration individual’s performances
• Group Personal Pension Plan: up to 5% employer contribution after completing 3 months of employment
• Employee Assistance Program through EIC
• Life Assurance Cover
• Staff Sales
• Eyecare Vouchers (VDU)
• Flu Vaccination
• Healthcare Cashplan
• Hotel and Car hiring discounts