Job Summary
Technical Customer Service Advisor is responsible for handling service requests, creating service orders, and ensuring customer satisfaction for technical services. The role involves direct communication with customers and sales representatives, troubleshooting, and gathering feedback to improve products and processes.
Key Responsibilities
- Receive and log service requests by phone (50% of time)
- Perform remote first-level troubleshooting to resolve simple issues (20%)
- Handle other customer inquiries regarding service status and complaints (20%)
- Back-up Customer Service activities (10%)
Education
- High School diploma or equivalent (minimum requirement)
Experience
- Minimum 2 years of customer service experience or university degree
- Proficiency in English, written and verbal communication
- Experience in technical customer service
- Ability to work in a dynamic team environment
- Capability to work within established procedures with moderate supervision
- Problem- identification skills in straightforward situations
- Basic computer skills with accurate keyboarding; experience with MS Word, Excel, and email
- Preferred knowledge of SAP/ERP systems
Knowledge & Skills
- Self-awareness and proactive mindset
- Willingness to take on new opportunities and challenges with urgency
- Ability to build trust and confidence with others
- Strong customer relationship building and delivering customer-centric solutions
- Collaboration skills
- Excellent listening and communication skills
- Multi-tasking and prioritization with comfort in rapid change
- IT skills with MS Office and Salesforce
- Social competence and teamwork
- Service-oriented communication and handling difficult telephone conversations
Benefits
- Competitive base salary, annual bonus scheme, and enhanced company pension scheme
- Company vehicle
- Private healthcare and life assurance
- Employee assistance programOngoing training, development, and support
Equal Opportunity Employer
Solenis is committed to fostering an inclusive workplace and is proud to be an Equal Opportunity / affirmative action employer. Diversity is valued and no discrimination is tolerated on the basis of age, race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status.
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