Hybrid Customer Care Specialist

at Vaisala

• Job title: Customer Care Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Birmingham, United Kingdom

About the role

• Customer Care Specialist supporting Vaisala Weather customers globally via phone, email, chat, and service tickets. Ensuring high-quality service and documenting customer interactions in CRM.

Responsibilities

• You will be part of our Weather Customer Frontline team.
• Customer experience is one of the key focus areas for Vaisala.
• You will support Vaisala Weather customers globally and ensure that every single customer contact is looked after with high-quality service.
• As a Customer Care Specialist, you will take care of our global customers across multiple industries.
• As the primary interface with customers via phone, email, chat, and service tickets, you will play a critical role in our international team to support global customers in selected channels.
• Functioning in frontline role as primary interface with Vaisala customers; via phone, email, chat, and service cases.
• Documenting customer interactions with accurate and detailed records in company CRM (Salesforce).
• Training our integrated AI solution in escalation practices.
• Collaborating with cross-functional peers to exceed customer expectations and discover opportunities for improvement.
• Providing feedback that will help shape the Customer Frontline department’s operations and further develop the customer experience.
• Working with various stakeholders throughout the organization and across the world.

Requirements

• Passion for customer satisfaction by actively listening to and comprehending customer needs, delivering effective solutions, and fostering strong relationships.
• Experience as a direct point of contact in customer-focused roles, allowing for an understanding of customer expectations and needs.
• Possesses the ability to work effectively both as part of a team and independently, adapting to different work styles and collaborating to achieve shared goals.
• The desire to develop and grow, with an eagerness to learn new things.
• Proficient in using Microsoft Office Suite and CRM tools, with additional experience in Salesforce being a plus.
• Fluent in English, both written and spoken.

Benefits

• Hybrid flexibility – have the flexibility for hybrid working, with at least 1 day a week expected in the office