Gunnebo Entrance Control
Customer Service Coordinator - FTC
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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
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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
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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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