Customer Care Specialist

County Durham

Permanent

GBP30,000

J14581

This is your chance to join the global leading sustainable self storage business!

For over 30 years, Janus International Europe has been a leading provider of self storage solutions, renowned for providing exceptional service and expertise. With our global presence and commitment to sustainability, we deliver top quality products that help our customers.

We believe that our people are our future, as the organisation is in an exciting period of growth and expansion. So how would you feel about becoming a part of the team in the Janus International Europe group and working closely in a collaborative team in this challenging, yet rewarding role?

Are you ready to elevate your career to new heights? We're on the lookout for passionate and talented individuals to join our innovative team. At Janus International Europe, we provide opportunities for growth, creativity, and success.

Responsibilities:

Assigning and escalating Noke customer support tickets to ensure timely resolution.Monitoring ticketing and phone system traffic to make adjustments to Noke Customer Service Rep (CSR) assignment as needed.Educate and provide training and material to Noke CSR on Noke SES products, troubleshooting and use.Confer with customers and Noke CSR by telephone or in person to provide information or troubleshooting for Noke SES.Make outbound calls to facility managers to proactively answer questions or offer help, training, troubleshooting, conduct and collect survey information.Educate and provide marketing and training materials to facility managers.Coordinate with Noke Customer Support and the Janus International Engineering team for escalations.Keep records of customer interactions, recording details of inquiries, complaints, comments, and actions taken.Resolve customers' service complaints and equipment issues by coordinating with install and service teams to schedule site visits within warranty.Contact customers to respond to inquiries or to notify them of claim investigation results or planned adjustments.Consistently coach, educate, and communicate with assigned Noke Smart Entry Key Accounts to ensure enhanced utilisation, helping the company to achieve revenue growth.Manage complex issues for the Noke Smart Entry key accounts, problem resolution, and support.Identify and communicate opportunities to decrease customer effort, drive self–service options, increase revenues, increase customer satisfaction, and operational efficiency.Serve as primary liaison between customers and work closely with other departments across the company.Identify opportunities to improve business processes and make recommendations on action plans.Answering facility managers' questions and providing support and training /troubleshooting after initial training and for new staff in customers' facilities.Provide support to the Noke Project Management team by onboarding new companies/facilities within the portal and proactively monitoring the status of existing facilities Key attributes/skills and qualifications:

Bachelor's degree in relevant subject or a related discipline preferred.One to three years previous technical work–related skill, knowledge or experience.Intermediate computer skills required; Outlook.Familiarity with the use of Smart Phones using iOS and Android operating systems.Basic understanding of Bluetooth communication on Smart PhonesExperience in the self–storage industry is desirable.Experience in the access control or with access control solutions is desirable.Ability to communicate by telephone in a clear and professional manner required.Ability to communicate in written form with a professional manner and composition required.Strong technical aptitude and critical thinking.Solution–oriented with strong written and verbal communications. Benefits & Rewards:

25 days Annual LeaveCompany Pension SchemePrivate Medical InsuranceEmployee Assistance Programme2 days paid Volunteering Leave Why Should You Apply?

At Janus International Europe, we're all about fostering a vibrant team where you can grow, innovate, and truly thrive. Here, you'll have the chance to work alongside passionate professionals who are dedicated to excellence and driving positive change. We believe in investing in our employees and providing them with the resources and support needed to thrive and succeed – we encourage you to apply!