Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Customer Support Executive assisting clients with Foods Connected software solutions. Providing ongoing support and product optimization to enhance customer satisfaction.
Responsibilities
- Build an in depth understanding of Foods Connected product offerings across Food Quality & Technical and Procurement and Protein Optimisation offerings.
- Offer prompt and proactive support to customers and their suppliers using systems like HubSpot, ensuring efficient case management and issue resolution.
- Track customer interactions, and potential issues using CRM tools, ensuring transparency and accurate record-keeping.
- Work closely with other members of Customer Success, and development teams to ensure customers' needs are met and products are aligned with customer feedback.
- Take appropriate steps to escalate issues when needed to second or third line and continue to monitor this progress for the customer and communicate effectively.
- Support customers when required through the onboarding process, ensuring a smooth transition onto the Foods Connected platform in collaboration with other assigned Customer Success team members.
- Gather and analyse customer feedback to inform product improvements and updates.
- Monitor and report on customer health metrics using our CRM platform HubSpot to ensure high satisfaction.
- Provide clients with regular updates on their usage, highlighting key insights and areas for further optimisation.
Requirements
- Bachelor’s degree in related field and 2 years relevant experience; or equivalent combination of education and experience.
- 2+ years’ experience in a role offering first line technical support.
- Hands-on experience using customer success or CRM tools like HubSpot, Zendesk, or similar platforms for managing customer relationships, support cases, and reporting e.g. Jira or similar.
- Proficiency in Microsoft: 365 Suite (Excel, PowerPoint, etc.)
Benefits
- Competitive Base Salary
- Clear Career Progression
- Generous Holiday Package - 25 Days + 10 Public Holidays
- Secure Company Hardware
- Employee Wellness Program and Classes
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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