Customer Service Coordinator - FTC

Gunnebo Entrance Control GmbH -
Maresfield

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Job details

Temporary
9 hours ago

Qualifications

Customer service call handling
Inbound customer enquiry call handling
Client engagement
ERP software
Microsoft Office Suite
Contract renewal support
Customer relationship management
Customer renewal management
Relationship management
Customer support
Customer interaction
Account management
Communication skills

Full job description

Description

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit, and at work. We are at the airport, where you commute, where you work, play and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo Entrance Control is leading the transformation of the security business through digitalisation and connectivity for the continuous developments of smart entrance control.

If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organisation, this is the opportunity for you. Gunnebo Entrance Control is small enough to see your ideas come to fruition, and big enough to realise your career goals.

About the Role:

Our Maresfield, UK office is looking for a Customer Service Coordinator to join the team. Our Customer Service team seeks to provide first-class service to our clients and this role is integral to fulfilling that promise! As a Customer Service Coordinator, you will play a crucial role in supporting the service department's overall function by providing world-class service to our clients every day.

What You Will Do:

You will play a critical role in realising both our ambition for exceptional customer care as well as driving our service growth.

Key responsibilities related to providing exceptional customer service and experience:

Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone
Build expert, dynamic knowledge of the company’s products and services
Document and report recurring customer feedback and issues.
Support colleagues deal with difficult customer situations
Monitor and manage customer feedback and satisfaction metrics.
Provide insights based on customer feedback to assist in business decision-making.

Create invoices for customers/chase outstanding payments.
Schedule engineers' workload.
Process parts requests from engineers.
Manage customer accounts – build relationships/rapport with these customers
Coordinate with Service Engineers and Customers to process staff vetting requirements.
Update customer portals with relevant information/documentation
Fulfil any other reasonable requests as determined by the company, aligning with the role, skills, and experience.
Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell

Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits
Upsell contracts when non-contracted customers reach out to us for service support, as well as support identifying service opportunities from the existing customer base overall
Ensure that our service opportunities are systematically followed-up
Guarantee timely service contract renewal, supporting overall customer retention through exceptional customer service and experience

Requirements

What you need to have:

Previous experience of working in customer facing role within a fast-paced environment. Hospitality and Retail experience works really well for us.
Prior experience of working with key accounts
Experience within sales
Growth mindset
Solutions oriented
Excellent listening and communication skills
Relationship Management skills
Team Oriented
Excellent multi-tasking/attention to detail
Ability to remain calm under pressure
Excellent problem-solving skills
Excellent Microsoft office skills

What will make you stand out?

Interest in security and technology
Being able to connect instantly and build rapport easily
Proven track record of exceeding targets
Able to demonstrate you are obsessed with giving great service
Experience of working with ERP systems
Flexibility, sometimes things change and so will your priorities
Demonstrate excellence in execution

About us

The Gunnebo Group is a global leader in security, offering innovative products and services to protect and control the flow of people, and to safely secure valuables. Through our businesses and customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking, we operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities. Serving customers in over 100 markets, together we create a safer world.

Gunnebo Entrance Control specialises in entrance control solutions that enable our customers with increased efficiency, safety and end-user experience. Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a supermarket, an entertainment area, an industrial area or public transport. We shape the future of people flow management.

Diversity Statement

Gunnebo Entrance Control is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our products so unique. We welcome applications from all backgrounds and employment decisions are made without regards to race, colour, religion, origin, sexual orientation, gender identity or expression, age, disability, or any other dimension of diversity.

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Description

Requirements

Diversity Statement

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