Customer Service Representative

Responsibilities:

• Actively manage and follow up with customers under contracts or agreements, ensuring their service needs are met. Coordinate and track service orders, providing support to customers, Customer Coordinators, and Account Managers.
• Administer and oversee assigned safety and life raft rental agreements, including assisting with the Liferaft exchange program.
• Handle all service-related tasks, including receiving and entering enquiries/orders into the system, ensuring accuracy.
• Prepare and send quotations to customers, and follow up to ensure they are processed.
• Utilize telephone sales skills to identify potential opportunities for building orders.
• Provide delivery instructions to the appropriate supply points and monitor the progress of deliveries.
• Address any issues related to orders and suggest alternative solutions where necessary.
• Actively promote company products and services to customers and ensure contractual commitments are met.
• Assist the Sales team with conceptualizing and pricing fleet agreements.
• Take corrective actions as needed and contribute to achieving sales targets and fulfilling contractual requirements.
• Provide feedback on technical, service quality, and commercial concerns raised by customers to the Key Account Manager, Customer Service Team Lead, and relevant business departments.
• Follow up on complaints and non-compliance issues through the company's improvement/complaint system.
• Carry out any additional duties assigned by the line manager.

Job Requirements:

• Diploma or Degree in any field.
• Minimum of 2 years of relevant experience in customer service or related roles, ideally within the Marine or Aviation sectors.
• Strong passion for customer service.
• Demonstrates integrity and the ability to perform under pressure, meeting work deadlines and schedules.
• Skilled in managing time effectively and setting priorities to meet deadlines.
• Strong interpersonal skills with cultural awareness when interacting with customers, team members, and the wider organization.
• Proficient in English, both written and verbal communication.
• Competent in using PCs and related software.
• Excellent communication skills, capable of interacting at all levels.
• Able to work independently and in a structured manner, while also being a strong team player.