Careers @ Pole Star

Pole Star Space Applications Ltd was established in 1998. We provide industry-leading fleet management systems, ship security alert systems (SSAS), vessel tracking and other asset monitoring products to more than 500 companies in the commercial shipping and leisure marine sectors. In addition, several government organisations, flag administrations and regulatory bodies use Pole Star products and services.

We track, monitor and enable our customers to manage more than 12,000 ocean-going vessels and other assets globally. Pole Star is the owner of the well known marine tracking system Purplefinder™.

The company has 38 staff located in offices in London and Hong Kong and a worldwide network of distributors.

Available position(s)

 

Customer Support Representative

The position

Following a period of growth and restructuring, we are recruiting two people to join our Customer Support team. The successful candidates will be based at our head office in Bayswater, London and will form part of a six person team.

We’re looking for people with a strong customer service focus, who are bright, committed to their work, ready to use initiative, come up with ideas and contribute to the development of the company.

So if you’re looking for a customer service job where you sit and answer the phone and go home at five o’clock, this one is not for you.

Role summary

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 as required, but also includes the responsibility to ensure administration, billing and finance matters are carried out to the customer’s satisfaction, creating a first class customer experience.

The Customer Support team works in conjunction with the Technical Support team who deal with one-off technical issues (eg hardware malfunctions).

Key responsibilities

Proactively engage customers

  • Provide intensive training and support for new customers. Initial training is usually done face-to-face at customer’s site and follow up training by phone.
  • Provide ongoing training for existing customers and distributors on new products and product enhancements.
  • Maintain regular contact with customers and distributors to build strong working relationships.

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/skype calls and faxes 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.

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 Accounts teams (Sales, Finance, Technical Support).
  • Update and train the London and Hong Kong Sales Teams on new product development.
  • Look out for sales opportunities and ensure they are communicated to the Sales Team.
  • Contribute to new product development and implementation.
  • Travel nationally and internationally to provide on-site support and training and represent the company at exhibitions, trade shows and events as required.
  • Form part of a rota to provide office cover for public holidays (not Christmas).

Your profile
Skills & experience

  • Graduate calibre.
  • Proven track record of quality customer service.
  • 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 IT.
  • Fluency in English essential, other languages would be an advantage.
  • Experience of content management systems (eg X-Metal) would be a bonus.

Attributes

  • An open mind, flexible, creative, energetic.
  • Ability to keep a cool head under pressure.
  • Ready to take responsibility and use initiative.
  • A team player.
  • Willingness to learn and develop within the role.

Pole Star will provide full product and industry training, a competitive salary, benefits and a starting entitlement of twenty days’ holiday per year.

To apply please send your CV and covering letter to: mitchell@polestarglobal.com.

Deadline for applications:  Ongoing

 

See www.polestarglobal.com and www.purplefinder.com for more information.

Please send your CV and a covering letter to:

Anita Mitchell
Pole Star Space Applications Ltd
301-303 Whiteleys Centre
Queensway
London
W2 4YN

Ph: 020 7313 7400
Email:  mitchell@polestarglobal.com

Homepage