Associate Customer Service Representative - UK Shift

Job Description

Job Description

JOB FUNCTION:

At UL, customers are core, and as a result, all responsibilities will center around improving the

You will provide distinctive service and product assistance to help our customers run a better business using our software. This position reports to the Customer Service Supervisor.

Responsibilities

JOB RESPONSIBILITIES:

• Help Desk and Troubleshooting:
• Engage with customers through multiple channels, such as email, phone, chat, and

sms to manage customer relationships and to ensure execution of customer

• Provide assistance to existing customers at critical times of the year. May support

• Identify and clarify issues while working collaboratively with customers to achieve

• Provide accurate, valid, and complete information using the right processes and

• Handle customer complaints, provide appropriate solutions and alternatives within

• Keep records of customer interactions and documents.
• Collaboration:
• Collaborate with other team members to provide insight and guidance
• Assist new team members
• Participate in brainstorming sessions and contribute with creative ideas
• Other responsibilities:
• Provide training to customers on existing functionality
• Perform additional duties as needed
• Meet personal and team performance targets

Qualifications

HIRE-IN:

• Education at degree level or equivalent work experience. 2+ years work experience.
• Minimum one (1) year of experience in software help desk, customer service, or contact

• Experience interfacing with external (and global) customers.
• Exceptional customer focus, relationship-building skills and a do whatever it takes

• Experience working to effectively solve problems.
• Ability to learn new technologies while maintaining high levels of performance in a high-pressure environment.
• Strong communication skills, both written and verbal.
• Strong curiosity and desire to learn.
• Fluent English is essential and additional languages beneficial (e.g. German, French,

• Change mindset: contribute to and actively participate in change initiatives, offer ideas for

continuous improvement; high degree of adaptability to change.

Preferred Skills:

• Previous experience working in a global team with a distributed workforce is desirable.
• Industry knowledge in Product and Chemical Compliance, Health, Learning, Life Sciences,

Sustainability and/or Renewables is a plus.