Customer Service Specialist

Gunnebo Entrance Control Customer Service Specialist

Gunnebo Entrance Control is seeking a dedicated and driven Customer Service Specialist to join our dynamic team. At Gunnebo Entrance Control, we specialize in innovative access control solutions that enhance efficiency, safety, and the overall end-user experience. Our extensive range of products is meticulously designed to ensure a safe environment while allowing the freedom of movement, whether in lobbies, retail spaces, entertainment venues, industrial areas, or public transport. As a Customer Service Specialist, you will play a vital role in maintaining our reputation for exceptional service and support, ensuring our clients receive the highest level of care and assistance. Your ability to communicate effectively and your commitment to customer satisfaction will be essential in helping us shape the future of people flow management. This role presents an exciting opportunity to engage with a diverse range of customers, solve queries efficiently, and contribute to the optimization of our service processes. If you thrive in a fast-paced environment and have a passion for providing top-notch customer service, we would love to hear from you and discuss how you can make a positive impact at Gunnebo Entrance Control.

Responsibilities

• Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone
• Build expert, dynamic knowledge of the company's products and services
• Document and report recurring customer feedback and issues.
• Support colleagues deal with difficult customer situations
• Monitor and manage customer feedback and satisfaction metrics.
• Provide insights based on customer feedback to assist in business decision-making.
• Create invoices for customers/chase outstanding payments.
• Process parts requests from engineers.
• Manage customer accounts – build relationships/rapport with these customers
• Update customer portals with relevant information/documentation
• Fulfil any other reasonable requests as determined by the company, aligning with the role, skills, and experience.
• Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell
• Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits
• Upsell contracts when non-contracted customers reach out to us for service support, as well as support identifying service opportunities from the existing customers
• Ensure that our service opportunities are systematically followed up
• Guarantee timely service contract renewal, supporting overall customer retention through exceptional customer service and experience