Vacancy Title: Customer Service Representative
Vacancy Location: Fujairah
Engagement Type: Permanent, Full Time
The Role
Here at Survitec, we are currently recruiting for a Customer Service Representative to join our team based in Fujairah.
As Customer Service Representative, you will receive and process customer quotes, orders, inquiries and complaints.
You'll maintain an ongoing relationship with allocated customers and sales colleagues, using knowledge of products and services, availability, sales territories and individual customers to provide a key communications link for the customer. You will apply analysis, judgment and sensitivity to customer needs and demonstrates a high-level of product, service and process knowledge/
Key Responsibilities Include But Are Not Limited To
- Provide advanced product and service information and responds to complex customer questions about those products and services.
- Record and process quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required.
- Make calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Act as a first point of contact for resolving customer queries / complaints.
- Respond to and resolve complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required.
- Schedule follow-up actions and enter relevant information into the customer relationship management system after each customer contact to create a call plan and ensure that Survitec has quality data to enable effective customer retention and business development activities
- Interview (or assist in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements. Making full, appropriate and accurate notes, ensuring the customer records management system is updated in a timely manner.
- Provide exceptional service to customers to encourage continued use of Survitec's products and services.
- Develop knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.
- Help to create an environment where everyone in the team can live the Survitec Values. Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work.
- Understand, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and environmentally healthy working environment.
- Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation, and industry best practices.
You will have the opportunity to develop in your role and feel proud of the work you do. Working at Survitec is fast paced but incredibly rewarding.
This is not just another job; this is your career.
About You
Essential criteria:
- Educated to undergraduate level
- Previous experience within the Maritime industry is required.
- Excellent attention to detail.
- Previous experience in similar role will be advantages
- Strong customer relationship building skills with a focus on delivering a customer-centric solution.
- Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Relates openly and comfortably with diverse groups of people
- Confident in taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Rebounds from setbacks and adversity when facing difficult situations.
- Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
- Experience in adapting approach and demeanour in real-time, to meet shifting demands of different situations, handling conflict situations effectively.
Why You Should Work for Us
- Competitive base salary
- Additional day off to celebrate your birthday
- Management Training & Professional Development Opportunities
- Employee Assistance Programme
- Workplace Reward & Recognition scheme
Who are Survitec and what do we do
Survitec are the world's largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology.
Today, we are a global community of 3,000 professionals with presence in 96 countries partnering with our customers to provide innovative solutions that reduce risk and help keep you safe.
That's why the world's leading maritime, defence & government, energy and aerospace organisations trust us when it matters most and why we have been awarded the Gold Award by the Defence Employer Recognition Scheme
How To Apply
To Apply, please click the Apply button and submit your application via our website.
Please note, we do not accept direct applications via email nor do we accept speculative CVs from recruitment agencies.
Survitec is an equal opportunities employer. Our diverse global workforce protects lives, every single day. We are committed to cultivating an inclusive culture where our people feel valued, appreciated, and free to be who they are at work. Because, to provide service and excellence to our customers we must mirror their diversity. But more importantly because it is the right thing to do.
At Survitec, we want you to have the best possible interview experience with us and we are also committed to creating an inclusive environment. We are happy to make any necessary accommodations to ensure you can showcase your skills to the best of your ability, should you require any reasonable adjustments, please don't hesitate to let us know. 
