Peak Scientific Glasgow
Customer Experience Specialist Do you love going the extra mile for customers to provide exceptional service? Would you thrive working in an exciting customer-centric environment? Do you have an exceptional work ethic and enjoy working with others in a fast-paced environment? Are you an excellent communicator with the ability to multi-task and remain calm under pressure? If you’ve answered yes to the above questions, then we’d love to hear from you! Ultimately, this role is about working within a team to improve customer experience and loyalty with the goal of increased repeat business and recurring sales revenues within North America. You will be based in our HQ office in Inchinnan, Glasgow. You will be involved in duties such as: Creating an exceptional brand and buying experience for Peak’s customers, across all touchpoints including webchat, email and telephone Providing exceptional customer service by providing knowledgeable answers via phone and email to customer questions about their recent generator orders Regularly making outbound contact at scheduled intervals to cultivate customer relationships with Peak and survey on satisfaction levels Qualifying and nurturing new generator customers to create new service sales opportunities Conducting customer satisfaction calls following any warranty call-out or service contract customer call-out to ensure maximum satisfaction Supporting and communicating with other internal departments as required to ensure seamless customer experience from order to first service while adhering to best practice Handling all inbound customer issues, complaints or escalations; ensuring record of resolution in line with company policies and guidelines (being the single point of contact with the North American team) Actively participating in dialogue with our customers to continually understand their needs Ideally, you will have a Business or Marketing degree but what’s more important is that you have a natural passion for customer service excellence and understanding of how this leads to repeat business and customer loyalty. You will also possess: Ability to communicate effectively with high degree of empathy and good listening skills Excellent negotiation skills with the ability to engage with people at all levels Great phone presence and people skills; ability to stay calm and collected under pressure Ability to multitask and prioritise workload in a fast-paced environment Willing to learn and be involved in all aspects of the global business, ability to “go with the flow”, desire to grow with the company and not remain static Experience with CRM platforms and customer support management tools like Zendesk is desired; familiarity and ease with technology Our values are structured around our colleagues, our customers and our service, our priority is always on delivering successful outcomes for our customers. At the heart of Peak is a focus on ‘doing the right thing’, it’s an informal approach but one which is well-known and understood throughout our business. Peak Scientific is a global leader in developing innovative gas generation solutions for analytical laboratories in a wide variety of industries including life sciences, biomedical, pharma, petrochemical and environmental. After over 20 years of sustained growth, Peak is well established as a dominant player in laboratory gas generation - a market which is estimated to be worth over £250m globally, and still growing. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade. We offer a competitive package, a hybrid working policy so you can split working between home and the office, and opportunities to develop within an expanding international company. If you have what it takes to be part of Peak, click APPLY! Peak Scientific is an equal opportunity employer and values diversity at our company. We welcome applications from all qualified individuals regardless of their religion and beliefs, race, sexual orientation, age, gender identity, disability or any other protected classification. Here more from one of our current Customer Experience Specialists!