Technical Customer Service Coordinator

Air Products; Worcester; Hybride; GBP 26 000 - 38 000; Plein temps

Résumé du poste

Air Products in Worcester is seeking a Technical Customer Service Coordinator to diagnose and resolve technical issues across our global customer base, delivering hands-on support before, during and after delivery to ensure safety and satisfaction.

You'll collaborate with internal teams, maintain accurate records, and contribute to continuous improvement. The role is hybrid after training with shift patterns and weekend rotations, offering a structured and supportive environment.

Qualifications

• Strong communication and listening skills are essential.
• Ability to work collaboratively across teams to resolve issues.
• Customer-focused mindset with a proactive approach to problem solving.
• Detail-oriented with the ability to manage multiple requests.

Responsabilités

• Handle inbound customer queries via phone, email, and other channels.
• Diagnose and troubleshoot technical problems with confidence and accuracy.
• Proactively provide updates and resolutions through outbound communication.
• Maintain and update technical records to ensure accurate documentation.
• Liaise with internal teams to escalate and resolve complex issues.

Connaissances

Communication skills

Team collaboration

Customer service mindset

Problem solving

Attention to detail

Description du poste

At Air Products, we reimagine what’s possible. By tapping into the motivation of our people and our collective experience, we create the ideas and innovations that drive us forward. When we come together – where every voice is heard and everyone knows they belong and matter – we create solutions that launch people into space, support lifesaving care in hospitals, and enable the construction of groundbreaking, world scale production facilities.

Reimagine What’s Possible

Location: Worcester, Hybrid (Work from Home after training)

Schedule: 7.5-hour shifts, rotating weekdays and one weekend shift every 3 weeks

About The Role

As a Technical Customer Service Coordinator, you’ll be the go-to expert for resolving technical issues across our entire customer base—before, during, and after delivery. You’ll provide hands‑on support to diagnose problems and deliver effective solutions, ensuring customer satisfaction and safety. You’ll also collaborate with internal stakeholders to prevent recurring issues and help retain our valued customers.

Key Responsibilities

• Handle inbound customer queries via phone, email, and other channels
• Diagnose and troubleshoot technical problems with confidence and accuracy
• Proactively provide updates and resolutions through outbound communication
• Maintain and update technical records to ensure accurate documentation
• Liaise with internal teams to escape and resolve complex issues

What We Are Looking For

• Can-do attitude and strive to leave every customer with a positive experience
• Strong communicator with great listening skills and a friendly telephone manner
• Solution-focused individual, caring about resolving issues efficiently and effectively
• Someone who enjoy working collaboratively and thrive in a team environment
• Organised, detail-oriented, and able to manage multiple tasks

Working Arrangements

• Hybrid Working: After completing a comprehensive training package, you’ll transition to a hybrid work model
• Shift Pattern: Includes a mix of shifts Early Shift - 6-2 and 9-5, with one weekend shift (9-5) every 3 weeks and a weekday off in return. Late Shift 9-5, 11-7 and 1-9 shifts, with one weekend shift (11-7) every 3 weeks and a weekday off in return

Founded in 1940, Air Products is a world-leading industrial gases company and has a proud history of innovation, operational excellence, with an unwavering commitment to safety and environmental stewardship. Working together, we are taking our passion and diverse backgrounds forward to reimagine what’s possible and generate a cleaner future for our customers, our communities, and the world.