Liaise with customers to schedule planned service maintenance of gas detection systems, ensuring timely and efficient service delivery.
Provide first‑level customer support by answering queries, resolving issues, and escalating complex cases to the Service Manager or Engineers as required.
Utilise the CRM system to assign tasks, allocate inventory, and maintain accurate and up‑to‑date customer information.
Coordinate with engineers and technicians to ensure availability, readiness, and compliance of service resources and equipment.
Review, maintain, and update customer service reports, records, and documentation in line with company standards and processes.
Follow up with customers post‑service to ensure satisfaction and gather feedback for continuous service improvement.
Perform quality control reviews of customer‑facing documentation, reports, and service records prior to issue.
Demonstrate a strong willingness to learn and adapt to new systems, process changes, and system upgrades, including ERP developments.
Actively participate in testing new system functionality, process enhancements, and workflow changes prior to approval and rollout by ERP developers.
Identify, suggest, and contribute to process and system improvement opportunities, providing practical feedback based on day‑to‑day operational use.
Adapt quickly to changing customer needs, service requirements, and internal processes.
Communicate effectively with customers, engineers, and internal stakeholders, both verbally and in writing.
Maintain strong IT proficiency, including the use of CRM systems, Microsoft Office, and other relevant business systems.
Work effectively with engineers to support the scheduling and coordination of site works, ideally within gas detection or a related technical industry.
Operate as a strong team player with the ability to work both independently and collaboratively.
Maintain a customer‑focused and professional approach when managing customer expectations, feedback, and complaints.
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