Customer Service Executive – Aftersales & Technical support

Kingspan Water & Energy Ltd; Gilford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in energy solutions is seeking a full-time After Sales and Technical Support representative in Gilford. This role requires strong customer service skills and experience in sales or customer service. The candidate will handle aftersales queries, liaise with various departments, and ensure compliance with quality service standards. Candidates should have a minimum of 5 GCSEs and experience with CRM and ERP systems. Fluency in a second European language is a plus.

Qualifications

• At least 2 years experience in sales or customer service.
• Experience with sales order processing and complaint handling.
• Fluency in a second European language (preferably French and/or Spanish) is desirable.

Responsibilities

• Answer incoming calls in a timely manner.
• Acknowledge the customer’s issues and reassure them of a solution.
• Ensure customer contact is maintained and regular updates are provided.

Skills

Customer Service

Sales

aftersales

Education

Minimum 5 GCSEs (Grade C or above)

Third-level qualification (Degree, HND, HNC)

Tools

Infor LN

CRM

ERP

Ticketing platforms

Job description

About the Role

Reporting directly to the After Sales and Technical Support Supervisor, this is a full-time permanent role based at our head office in Portadown. The successful applicant will work as part of a small but pro-active team, ensuring always the best possible service is provided to our customer base. Whilst also being first line of contact for all aftersales and technical customer service enquiries.

Key Responsibilities

• Answer incoming calls in a timely manner.
• Acknowledging the customer’s issues and reassuring them of a solution.
• Ensuring customer contact is maintained and regular updates are provided.
• Liaise with other departments ensuring we maintain high standards of quality service
• Work closely with the production site’s and the transport department to ensure the timely despatch of orders and or collection/returns.
• Liase with engineers, sub-contractors to ensure KPI’s for resolution are met.
• Complete daily/weekly reports.
• Logging calls and taking ownership of full end to end aftersales process
• Resolve problems to customer’s satisfaction within agreed timelines (KPI’s), effectively and efficiently.
• Develop and maintain a full knowledge of client products and services.
• To maintain and update customer database with accurate information.
• Provide a high-quality professional service to internal & external customers.
• To ensure procedures and compliance requirements are adhered to.
• Providing on-going support to team members and management.
• To achieve KPI Targets as set by the Customer Service Manager / Line manager
• Maintain and promote a compliance culture throughout the organisation to ensure the highest levels of integrity, honesty, and professionalism.
• Promote the highest possible standards of health, safety, environmental, quality and product compliance, ensuring that compliance is an integral part of the business and our requirements and procedures.

What We’re Looking For

• Minimum 5 GCSEs (Grade C or above); a third-level qualification (Degree, HND, HNC) is a plus.
• At least 2 years’ experience in sales or customer service, including sales order processing and complaint handling.
• Experience with systems like Infor LN, CRM, ERP, and ticketing platforms.
• Strong customer focus with excellent attention to detail.
• Proven track record at delivering results in a timely and professional manner.
• Background in tier one technical support or aftersales position
• Excellent verbal and written communication skills.
• Ability to manage time effectively and maintain professionalism under pressure.
• Fluency in a second European language (preferably French and/or Spanish) is desirable.

Apply Today:We invite you to apply for this exciting role and join Kingspan, where we celebrate diversity and encourage candidates from all backgrounds to apply.

Kingspan is an equal opportunity employer.

Skills: Customer Service, Sales, aftersales