Customer Service & Technical Support Engineer

Customer Service and Technical Support Engineer

We are seeking a Customer Service and Technical Support Engineer who will be responsible for providing exceptional customer service and technical support to clients. This role involves addressing customer inquiries, resolving issues, and ensuring customer satisfaction post-purchase, along with strong communication skills and a proactive approach to problem-solving.

What you’ll be doing :

• Providing quality technical advice, support, and guidance to external and internal customers.
• Advising on all Knauf products, systems, applications, certification, and compliance with building regulations.
• Engaging in dialogue with contractors, engineers, architects, and dealers on technical building challenges.
• Working with building physics disciplines such as sound, fire, moisture, and statics.
• Handling and responding to telephone, email, and all digital generated customer inquiries.
• Managing customer complaints and concerns, ensuring a satisfactory resolution.
• Keeping accurate records of customer interactions, issues, and resolutions in the CRM system.
• Gathering customer feedback and relaying it to the appropriate departments to improve products and services.
• Performing post-resolution follow-ups to ensure ongoing customer satisfaction.
• Working closely with the sales, technical, and production teams to resolve customer issues and improve service delivery.
• Supporting the team with the review and development of company literature, documents, and other technical focused marketing materials.
• Recording customer calls, emails, and other interactions with the customer service hotline.
• Documenting detailed records of customer information, inquiry details, and resolution steps.
• Categorizing and organizing customer interaction data in the company's CRM.
• Maintaining and updating customer records with the latest information and interactions.
• Collaborating with the Technical Support team to provide timely access to customer data and information.
• Identifying and escalating any critical issues or concerns that require immediate attention.

What we’d love for you to have :

Can you say ‘yes’?

Do you treat your colleagues with respect?

Do you always have the customer in mind?

Do you act with future generations in mind?

Do you like to seek out opportunities to grow and develop?

Do you have a proven track record of delivering results?

We’ll provide :

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

What happens next?

We appreciate that your time is precious, and applying for a new job can be a lengthy process - so we have committed to replying to your application as soon as possible.

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