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Customer Support Specialist (Field-Based)

Description

To deliver our ambitions to positively transform how our planet is cleaned, 2San recently launched an exciting chemical free cleaning innovation - Clean Zero. Our Sales division will build our client portfolio and product sales with ambitious growth plans over the next 2 years. This role will support the current Clean Zero team, identifying, building and driving strategic sales partners which support our growth plan in both UK and Global markets.

Since our inception, 2San has worked side-by-side with big thinkers to deliver our vision of Better Life, Better Care.

The Sales and Customer Support teams for Clean Zero will help contribute to business growth through effective sales and product activities for our Clean Zero product.

This is a critical role and one that will be an integral partner to the develop positive customer relations and partnerships. The Customer Support Specialist will deliver technical skills and product knowledge across multiple clients’ accounts each with varying requirements. You will be assisting and advising customers via email, phone and on-site visits to provide detailed product information, and technical recommendations whilst resolving any issues a customer may have.

You will be propelled into a very exciting and fast-moving environment that values initiative and a can-do positive approach. As is typical in the start-up world, you will have the opportunity to grow this profile as the business evolves and matures.

Key Duties

• Maintain in-depth knowledge of our product solutions and the mobilisation process.
• Demonstrate excellence in analysing client needs and creating solutions that maximise product value.
• Facilitate product demonstrations and training to customers in line with our commercial success.
• Providing application and product knowledge to customers along with expert 2nd and 3rd level support
• Advise/instruct our customers about solving malfunctions and the prevention of recurrence.
• Ensure customer queries and escalations via a range of channels are answered promptly and completely.
• Offer technical support on the complete Clean Zero product range, with the objective of ensuring customer satisfaction.
• Call customers when they request a call-back service to provide detailed product information and recommendations to help resolve issues.
• Establish procedures and supporting documentation for the staging & installation of new products or services.
• Ensure that all communications with customers are conducted in a professional and courteous manner.
• Embed our products with customers by delivering product demo sessions to ensure effective usage and support cross-sell, upsell, retention and new business development.
• Monitoring, responding and resolving customer queries on social media platforms.
• Monitoring and responding to customers’ product reviews and questions across various platforms.

The Requirements

• A relevant foundational qualification, or equivalent in business or other related fields.
• A minimum of 1 year of recent experience in a similar role* presenting products to customers.

OR

• A minimum of 2 years recent experience in a similar role* presenting products to customers.

AND

• Experience in developing relations across customer organisations from end-users to senior stakeholders
• CRM experience
• Experience delivering outstanding customer service.
• Experience in B2B sales in a relatively young highly driven company.
• Proven experience of achievement in a target-driven environment
• Can think quickly and logically to solve customers’ problems.
• Within commutable distance to one of our UK offices - London or Sommerset
• Passionate to work in a UK field based position - territory to be established and agreed

What Next

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