Customer Service Representative- BCN

Customer Service Representative- BCN

LOCATION: Barcelona

EMPLOYMENT TYPE: Permanent

JOB DESCRIPTION

Customer Service Representative

Job Family – Customer Service

This family is dedicated to supporting the customer before, during and after their purchase. They own and manage all in-bound and outbound reactive customer channels; they effectively turn enquiries into orders, in line with pricing policy and promotions. They are focused on delivering an exceptional customer journey, building successful customer relationships and communicating deep customer insight to commercial and sales teams

Job Summary

This role receives and processes customer quotes, orders, inquiries and complaints. It maintains an ongoing relationship with allocated customers and sales colleagues, using knowledge of products and services, availability, sales territories and individual customers to provide a key communications link for the customer. It applies analysis, judgment and sensitivity to customer needs and demonstrates a high-level of product, service and process knowledge

Duties and responsibilities

Provides advanced product and service information and responds to complex customer questions about those products and services
Records and processes quotes and 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 resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required
Schedules 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
Interviews (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
Provides exceptional service to customers to encourage continued use of Survitec’s products and services
Develops 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
Helps to create an environment where everyone in the team can live the Survitec Values
Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work
Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and environmentally healthy working environment
Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation, and industry best practices
Other duties assigned by your manager from time to time

Skills

Builds strong customer relationships and delivers customer-centric solutions
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
Holds self and others to account for meeting commitments
Rebounds from setbacks and adversity when facing difficult situations
Relates openly and comfortably with diverse groups of people
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Makes good and timely decisions that keep the organisation moving forward
Works collaboratively with others to meet shared objectives
Plans and prioritises work to meet commitments aligned with Survitec goals
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
Relates openly and comfortably with diverse groups of people
Adapts approach and demeanour in real-time, to meet shifting demands of different situations
Handles conflict situations effectively, with a minimum of noise

Values

Drives safety culture

Is a reliable source of reference on relevant safety standards and where these standards are at risk. Provides important insight into the root cause and corrective actions for such safety risks and issues. Raises issues and highlights own mistakes without fear. consistently to improve safety and wellbeing of self and others

Demonstrates commitment to delivering real value and confidence to our customers

Understands the importance of being the representative of both internal and external customers. Demonstrates respect for those customers and is open and transparent about the delivery of service – only promises what they can deliver and delivers what they promise.

We care for our people, investing in the development of teams and individuals

Understands own role within the team and takes accountability for delivery – is good at closing out actions and proactively asks for help when issues arise. Communicates appropriately, shares knowledge (coaching, mentoring and supporting others to develop skills as appropriate). Works collaboratively with own team and others to meet business goals
Takes time to listen and treats others with dignity, accepting and respecting other people’s points of view or individuality. Understands how own behaviours impact others.

We aim for excellence in everything we do

Takes personal responsibility for ensuring excellence, getting the task done on time and to the right standard. Consistently achieves targets, even when timescales are tight
Committed and passionate about continuous improvement, looking to solve problems and avoid workarounds. Takes the initiative and acts with confidence

We seek to innovate at every opportunity

Takes an entrepreneurial approach to change, being comfortable and willing to try out new methods, processes, ways of working or techniques to make improvements
Takes time to understand and explain the rationale for change to support the understanding of self and others

We act with integrity

Acts in accordance with Survitec Values, especially in situations when it is difficult to do so
Represents self and Survitec in an ethical manner that engenders trust from colleagues, customers and external regulators

(Refer to Survitec Code of Conduct for further information and examples)

Experience and qualification

Educated to A-level or Further Education College equivalent level

1-3 years of experience of delivering high quality work unsupervised

No formal management experience is required for this role