Customer Support Agent

Wärtsilä is an innovative technology company known for being a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians - put our hearts and minds into turning Wärtsilä's purpose of enabling sustainable societies through innovation in technology and services into reality. Our ultimate aim is to provide increased value to both our customers and society. New, game-changing ideas and continuous improvement have been part of our DNA since 1834. Together, we can create new business opportunities and more sustainable future that we can all be proud of. 

We want to transition the world towards a decarbonised and sustainable future. By pushing the boundaries of engineering and technology, we can make it work. We are always on the lookout for future-oriented talent – want to join the ride?

As ANCS (Automation, Navigation & Control Systems), we transform how vessels perform to create the safest and most efficient journey for our customers – always with the vision in mind to navigate towards a more sustainable maritime industry. With our rich history of pioneering maritime technologies we have defined industry benchmarks.
To be better tomorrow, we need the right talents today to complement our strong team of 650 employees in over 10 countries across the globe with the right skills, experience and a winning attitude.

 

We are now looking for a Customer Support Agent.

What you will be doing 

 

As a Customer Support Agent, your primary responsibility is to handle and resolve customer inquiries, complaints, and support requests through various communication channels, such as phone calls, emails, and live chat. You will be the main point of contact for customers seeking assistance. It is your responsibility to gather and prepare information for the service teams to enable them to diagnose technical issues and provide solutions or escalate complex problems to higher-level support teams. Your objective is to help ensure timely and effective resolution of technical issues, maintain customer satisfaction and promote a positive experience with the ANCS brand.

 

The preferred location for the position is in Hørsholm, Denmark. We offer the possibility of hybrid work.

 

As a Customer Support Agent, your work will focus on these responsibilities: 

 

• Respond to customer inquiries: 
• Receive and respond to customer inquiries, complaints, and support requests via online services, phone, email or live chat promptly and professionally. 
• Provide responses to all enquiries entering through CSC with satisfactory time limit, then forward to the service teams or o to other relevant teams of the organizations
• Handle customer cases with empathy, professionalism, and a customer-centric approach, aiming to de-escalate situations and reach satisfactory resolutions
• Ensure customer satisfaction: 
• Foster a positive and customer-centric approach in all interactions, demonstrating patience, empathy, and professionalism. 
• Strive to meet or exceed customer expectations by delivering exceptional service 
• Troubleshooting: 
• Understand customer concerns, identify the root cause of problems and enable the service or higher-level support teams to provide appropriate solutions in a timely and efficient manner
• Data Collection / Data Maintenance: 
• Gather the relevant data from various sources such as the customer, company own databases or internal support teams
• Maintain customer related master data like accounts, contacts, installations and equipment.
• Request needed modifications beyond own authority from global master data stakeholders
• Documentation: 
• Ensure proper documentation for all transactions, adhering to company policies and procedures
• Register all enquiries (as tickets)
• Verify customers contacting ANCS
• Stay updated on product knowledge: 
• Keep abreast of product features, updates, and enhancements to effectively address customer inquiries and provide accurate information