Customer Support Representative

SHIFT:

• Rotating shift pattern of days and nights Mon-Sun
• Working 35-48h 5-6 days a week

About Pole Star:

As the leader in maritime intelligence, Pole Star empowers better decision-making and protects clients' business interests, assets, seafarers, vessels, cargo, infrastructure, investments, profitability, and reputation - through provision of high-performance, cyber-secure solutions underpinned by immense service and constant technological innovation. We have offices in London, USA, Singapore, Hong Kong and Panama, alongside presence in Australia. Teams are made up of over 19 nationalities, speaking 25 different languages.

The Opportunity:

• We are looking for a Customer Support Representative to join our Panama based Customer Support Team. The aim is to provide customers and distributors with excellent customer support at all times. This primarily relates to training on Pole Star products and giving assistance on all variety of queries as required. The role also includes the responsibility of ensuring customer's satisfaction by liaising closely with the sales, finance, product and development teams to create a first-class customer experience.

Our services cover a broad and dynamic industry with exposures to maritime trade and we would be very interested in applicants with previous maritime, banking, trade and supply chain related customer services experience to apply.

Responsibilities:

Respond to customer issues

• Provide the first point of contact for all incoming queries from customers and distributors.
• Receive and respond to incoming emails, phone and live chat queries in a professional and timely manner and ensure all enquiries are recorded, progressed and resolved, using the systems and tools provided.
• Follow up with customers/distributors to ensure support issues have been resolved effectively.

Proactively engage customers

• Provide training and support for new customers and subsequently identify ongoing training needs for existing customers and distributors on new products and product enhancements.
• Maintain regular contact with customers and distributors to build strong working relationships.

Contribute to Customer Support team and other teams

• Follow business processes and use company mandated systems and records (eg Salesforce).
• Liaise closely with Sales, Finance and Technical Support to ensure that customer expectations are met.
• Work as part of Key Account teams (Sales, Finance and Technical Support).
• Look out for sales opportunities and ensure they are communicated to the Sales Team.
• Contribute to new product development and implementation.
• Occasional travel nationally and internationally to provide on-site support and training and represent the company at exhibitions, trade shows and events as and when required.

Required Skills:

• At least 2 years' experience in a customer facing role
• Experience or exposure to the maritime industry.
• Fluency in English.
• Exceptional attention to detail
• Excellent communication skills, both spoken and written - for many of our customers, English is not their first language
• An exceptional telephone manner, including excellent listening skills
• Strong PC skills and proficiency in all MS Office software
• Enthusiasm for Technology
• Customer support experience working within a SaaS, technology and/or finance related environment would be an advantage.
• We will also insist that you can have fun in our family-oriented environment while delivering on our vision to delight the customer

Additional Skills:

We are looking for an individual who is:

• Open-minded, flexible, creative, energetic and enthusiastic.
• Able to keep calm under pressure
• Ready to take responsibility and use initiative
• A team player
• Willing to learn and develop within the role
• Hungry for process improvement and innovation

Employee Benefits:

• Competitive Salary
• Health Insurance
• Life assurance, funded to 3x salary & EAP programme
• Private pension scheme
• 30 days annual leave
• 5 wellness days
• Refer-a-friend recruitment bonus
• Unlimited learning and development opportunities