customer relations Bournemouth, England
Job description
FAI are seeking a Customer Support Specialist to join our international team.
Position: 37.5 hours per week, bank holiday hours may be required
Location: Hybrid working with occasional travel for meetings and client visits. Based from Bournemouth office.
Deadline: 31st July 2023
About the Role – Customer Support Specialist
FAI is looking for an experienced Customer Support Specialist to assist customer delivery of FAI’s core digital solutions to support better food systems globally. Supported by product teams for BirdBox, Insite and Enterprise, the role will support our customers to resolve user and technical issues related to platform and programme delivery. The Customer Support Specialist will ensure that customer queries are resolved quickly and effectively, provide support and training and work with our product delivery and development teams to provide solutions to any problems that may arise.
The key digital solutions that support our work include:
FAI BirdBox is a poultry farm management tool that utilises automated sensors for real-time insights. The digital ‘flockbook’ and in-shed hardware collate, analyse and report critical flock information to support daily farm management and deliver better productivity, animal welfare and sustainability in the poultry industry.
FAI Insite is an innovative tool that allows food industry actors to efficiently and accurately collect, monitor, and report key food animal welfare and sustainability metrics across global supply chains. Data is analysed by FAI’s team of experts to provide in intuitive dashboards and reporting outputs that deliver key, tailored insights, enabling identification of risks and opportunities for strategic action to drive food system improvement.
FAI Academy & Enterprise E-learning is online agri- and aqua-culture learning through a dedicated cloud-based training platform – Enterprise, and an academy website – FAI Academy. We design ad host courses that are tailored to specific audiences, meet the needs of diverse learners, are accessible and easy to navigate, and use a variety assessment techniques per learning objective. Key courses include: 1) Regenerative Farming and 2) the welfare of tilapia, carp, and shrimp.
Responsibilities
- Respond to customer queries in a timely and accurate way, via phone, email or chat;
- Identify customer needs and help customers use specific functions;
- Helping customers get the most out of FAI’s digital solutions;
- Liaise with the team to develop solutions to frequent issues/product malfunctions;
- Update and document internal databases and user guides;
- Monitor customer complaints and provide assistance;
- Gather customer feedback and share with product teams;
- Assist with development of training materials.
Key Skills/Experience
- Experience as a Customer Support Specialist in an IT/software development environment is essential;
- Experience using help desk software and remote support tools;
- Ability to become an expert on the use of digital products;
- Experience of documentation, report writing, accurate record keeping;
- An interest in food, farming, sustainability, is a plus;
- Educated at least to degree level in a relevant subject;
- Excellent spoken and written English is essential additional languages would be beneficial.
Personal Attributes
- A self-driven and highly motivated professional with experience in supporting and coaching team members;
- Excellent interpersonal skills with the ability to work independently and in a team environment;
- Ability to manage multiple work tasks and adhere to deadlines;
- Effective engagement, influencing and relationship management skills.
To apply please send your covering letter and c.v. to [email protected]. In your covering letter, please tell us about yourself, why you want to work with FAI and what unique elements you feel you can bring to the role. Please note that applications without a covering letter will not be considered.
About FAI
We are a global team of farmers, veterinarians, scientists and strategists with first-hand experience of food production and its challenges. Through strategic partnerships with leading food brands and organisations we implement better farming practices, on land and at sea. The 3Es framework of Economics, Environment and Ethics ensure our actions and advice encompass the whole challenge we face and guide us toward a sustainable food system.
FAI have a wealth of experience in supply chain strategy, design and delivery of R&D in commercial supply chains. FAI are a key link in the network of practitioners of regenerative agriculture in the UK and support business with implementation when reframing their strategy to include regeneration.
FAI have offices in England, Norway, Brazil and the US and a regenerative farming enterprise in Oxford, UK.
FAI Farms Ltd is an equal opportunities employer.
Job Types: Full-time, Permanent
Salary: £23,000.00-£26,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Flexitime
- Life insurance
- Sick pay
Schedule:
- Flexitime
- Holidays
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Bournemouth, BH23 6NX: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Application deadline: 31/07/2023
Reference ID: FAI/05
