Manage inbound customer support, handling requests, scheduling, and coordinating with the team, while providing technical support and ensuring customer satisfaction.
Customer PartnerLocation: Cambourne - HybridDo you want to take on a new challenge?Welcome to ZEISS.ZEISS is an internationally leading technology company operating in the optics and optoelectronics industries. ZEISS is shaping technological progress and through its solutions is extending the horizon of the world of optics and associated areas.
ZEISS consists of four segments: Semiconductor Manufacturing Technology, Industrial Quality & Research, Medical Technology and Consumer Markets.Principal PurposeFirst line (inbound) contact & customer support, providing a friendly, professional, technical, and efficient customer request management service.
The inbound customer support will, answer, schedule, manage or triage both product and service-related enquiries effectively, delivering high levels of responsiveness, accuracy through a live, comprehensive, first line service.
The Customer Support will successfully ticket, manage, resolve, and successfully close most inbound requests.Key Responsibilities• Call handling and customer request management and ownership
• Provisional scheduling
• Team co-ordination, development, and support.
• Demand and resource management and planning
• Complaints handling and management
• Live enquiry management
• Data processing and lead capture vis CRM
• Technical support and resolution
• Ticket creation and triaging technical requests
• Stock & price check on products
• Customer data record management
• Ordering of consumables Requirements:
ZEISS consists of four segments: Semiconductor Manufacturing Technology, Industrial Quality & Research, Medical Technology and Consumer Markets.Principal PurposeFirst line (inbound) contact & customer support, providing a friendly, professional, technical, and efficient customer request management service.
The inbound customer support will, answer, schedule, manage or triage both product and service-related enquiries effectively, delivering high levels of responsiveness, accuracy through a live, comprehensive, first line service.
The Customer Support will successfully ticket, manage, resolve, and successfully close most inbound requests.Key Responsibilities• Call handling and customer request management and ownership
• Provisional scheduling
• Team co-ordination, development, and support.
• Demand and resource management and planning
• Complaints handling and management
• Live enquiry management
• Data processing and lead capture vis CRM
• Technical support and resolution
• Ticket creation and triaging technical requests
• Stock & price check on products
• Customer data record management
• Ordering of consumables Requirements:
- Previous Customer Service experience is required.
- Call Centre or call handling experience is preferred.
- Passionate in offering excellent Customer Service and customer request ownership
- Able and willing to offer suggestions on process improvement to benefit or enrich our customer’s experience.
- Ability to convey technical explanations and offer technical support
- CRM & SAP experience is preferred but not essential.
- Excellent communication skills.
- Previous experience working to KPI’s is preferred but not essential.
- Microsoft Office skills at intermediate level.
- Able to work quickly and efficiently in a pressurized environment.
Your ZEISS Recruiting Team:
Abigail Hannaby, Charlotte Marriage, James Lawn, Kate Benyon, Natarlee Lawrence, Suya RolphTop Skills
CRM
MS Office
SAP
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