Brainbox Ltd is a well established international life sciences company, operating at the cutting edge of brain research. Customer relationships and credibility in the field are paramount to our success, so everything we do must support this.
We are looking for an enthusiastic and motivated individual, to take on an exciting opportunity within the Brainbox technical team as maternity cover in a Customer Support Specialist role. This position has potential to be extended beyond the duration of the maternity cover.
The ideal candidate for this position will be a good communicator with excellent customer service skills, be well organised, and be able to understand technical details and concepts. We will teach you about our products, processes and procedures, so no prior knowledge of the sector is necessary. However, a demonstrable experience of some or all of the following would be an advantage: order fulfilment, service processing, troubleshooting, and CRM management.
This role offers a great deal of autonomy, so someone who is comfortable with working on their own initiative would fit the bill perfectly. You will be expected to work with members of the wider team, as well as external colleagues to help fulfil this role.
Other benefits include flexible working arrangements (9-day fortnight with every 2nd Friday off) with flexible start and finish times to the working day, office-based role attractive city-centre location, 25 days annual leave per year (pro-rata) plus bank holidays, access to the company pension scheme, and employee wellness program.
Roles & Responsibilities:
Managing and maintaining our support ticketing system (Zoho), providing initial responses to customer requests and ensuring that each ticket is seen through to a resolution, within defined targets;
Ensuring that customer requirements are clearly understood, recorded, and communicated effectively to colleagues;
Carrying out troubleshooting to determine the best course of action, and suggesting appropriate solutions;
Coordinating service returns (RMAs) with customers and manufacturers;
Checking incoming orders against purchase orders, and testing correct performance of new systems;
Preparing and packaging outgoing orders;
Maintaining stock, and inventory data for our e-commerce site;
Liaising with colleagues to prepare equipment for demonstrations and exhibitions;
Data entry, analysis and reporting through our CRM system (Zoho);
Monitoring trends and customer feedback to include in future product development;
Recommending and, where appropriate, implementing business process improvements;
Other activities that may be requested by senior managers.
Essential Criteria:
Minimum of five GCSEs (or equivalent) at grade C or above, including English, Maths, and at least one scientific or technology subject;
Customer service experience (in a similar, technical role is an advantage);
Demonstrable written and oral communication skills to an excellent standard;
Computer literate, with good typing skills (familiar with Mac is an advantage);
Enthusiastic, an attention to detail and a good team player;
Ability to carry out manual handling tasks, to facilitate movement of incoming and outgoing goods, and to assemble systems. Equipment and training is provided.
Please apply with covering letter and CV outlining your strengths and suitability for this role; applications submitted without a covering letter will not be considered. We look forward to hearing from you.