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Customer Service Executive – Sensor

Customer Service Executive – Sensor - Apply Now

Job Summary

About Us

Kingspan Smart Monitoring is a global leader in on-site tank monitoring systems, driving innovation in the sector for over 20 years. We are dedicated to providing advanced solutions that enhance efficiency and sustainability.

We are seeking a Customer Service Executive to support our retail customer base. This role involves diagnosing and resolving customer issues while delivering outstanding service via phone and email.

Key Responsibilities

Customer Support & Issue Resolution

  • Respond promptly to customer inquiries via phone, email, and help desk in accordance with our Customer Service Guidelines.
  • Listen actively to customers, demonstrating empathy and understanding.
  • Diagnose and resolve customer issues efficiently, ensuring satisfaction within agreed timelines.
  • Support customers with hardware and software-related queries, providing guidance and troubleshooting assistance.
  • Identify trends in customer and technical issues and report insights for continuous improvement.

Service & Relationship Management

  • Proactively communicate with customers and clients to ensure timely resolution of queries.
  • Build strong, professional relationships with customers and key partners.
  • Liaise with internal teams, including production, transport, scheduling, and service engineers, to coordinate timely order dispatches and site visits.
  • Provide technical training and advice to users regarding hardware and software systems.

Sales & Business Growth

  • Promote and upsell Kingspan Sensor products where appropriate.
  • Help expand and maintain our connected retail tank network.
  • Support aftersales operations by identifying and addressing customer needs.

Systems & Process Management

  • Accurately manage and update customer records using our ERP, software, and helpdesk systems.
  • Collaborate with field engineers to ensure efficient job completion and knowledge sharing.
  • Work towards achieving key performance indicators (KPIs) and targets set by management.
  • Carry out additional tasks as required by the management team.

Qualifications & Experience

Essential:

  • Five GCSEs (or equivalent), including English and Maths.
  • Proven experience in a customer service role, preferably within a helpdesk or call center environment.
  • Strong IT skills, particularly in Microsoft Office and Excel.

Desirable:

  • Degree in an IT-related field.
  • Technical experience with hardware and software solutions.
  • Previous experience in sales or aftersales support.

Key Skills & Competencies

  • Excellent verbal and written communication skills with a professional telephone manner.
  • Strong customer focus with the ability to build and maintain relationships.
  • Ability to manage information accurately and efficiently.
  • Strong organizational and planning skills with the ability to work under pressure.
  • A proactive, solution-focused approach with the ability to work independently and as part of a team.

Why Join Kingspan?

  • Career Growth: Access to career development programs and internal job opportunities for personal and professional advancement.
  • Hours: Continental shift pattern
  • Training & Development: Ongoing technical training to enhance your skills and qualifications in your role.
  • Mentorship: Receive support and guidance from senior leaders and technical experts to help you progress in your career.
  • Team Culture: Be part of a collaborative, supportive, and inclusive team environment.
  • Health & Wellness Benefits: Discounted gym memberships, eye tests, and access to virtual health services.
  • Financial Security: Attractive pension plans and life assurance up to four times your salary.
  • Employee Perks: Employee discounts, Cycle to Work Scheme, referral bonuses, and more.

This is a hybrid role 3 days a week and hours will be 8.15am -5pm Monday to Thursday and 8.30am -4pm on Friday.

If you’re a passionate Customer Service Executive who is interested in delivering high-quality customer support in a dynamic and innovative environment, we’d love to hear from you!

About Kingspan Water and Energy

Kingspan Water and Energy is enhancing its customer experience and hiring for Customer Service Executive - Sensor in Portadown, Craigavon. A fantastic opportunity for someone passionate about helping others.

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