Sensor Customer Service Executive

TN United Kingdom; Portadown; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to enhance their retail customer support. This hybrid role combines diagnosing and resolving customer issues with proactive communication and relationship management. You will engage with customers through various channels, ensuring their satisfaction while promoting innovative products. Ideal candidates will possess strong IT skills and a customer-focused mindset, thriving in a dynamic environment. Join a team that values high-quality service and continuous improvement, making a real impact in the industry.

Qualifications

• Proven experience in a customer service role, preferably in helpdesk or call center.
• Strong organizational and planning skills with the ability to work under pressure.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and help desk.
• Build strong, professional relationships with customers and key partners.
• Accurately manage and update customer records using ERP systems.

Skills

Customer Service

Problem Solving

Communication Skills

IT Skills

Sales Skills

Education

Five GCSEs including English and Maths

Degree in IT-related field

Tools

Microsoft Office

ERP Software

Job description

Social network you want to login/join with:

col-narrow-left

Client:

Kingspan Water and Energy

Location:

Job Category:

Customer Service

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

81a2e7b8f98f

Job Views:

3

Posted:

05.05.2025

Expiry Date:

19.06.2025

col-wide

Job Description:

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 Representative 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

• 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.
• Degree in an IT-related field.
• Technical experience with hardware and software solutions.
• Previous experience in sales or aftersales support.
• 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.

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 passionate about delivering high-quality customer support in a dynamic and innovative environment, we'd love to hear from you!