Customer Support
Location: Cambourne, CB23 6DW (Hybrid after training)
Salary: Completive Salary
Employment Type: Permanent
Working Hours: Monday – Friday
Start Date: ASAP
We are currently recruiting for a Customer Support professional to join the Service Support team. This is an excellent opportunity for a customer-focused individual to become part of a collaborative, high-performing team delivering best-in-class service to customers.
The Role
The Service Support team is the primary point of contact for all customer support relating to installed assets. You will play a key role in delivering a consistent and high-quality customer experience, ensuring accurate case management, timely communication, and effective collaboration across internal teams.
As a Customer Support team member, you will act as an ambassador for the business, placing customers at the heart of everything you do while supporting overall business performance targets.
Key Responsibilities
Efficiently manage customer cases within Salesforce CRM, ensuring accurate logging, proactive updates, and timely case closure
Process service orders and invoicing accurately and promptly using SAP
Handle credits, returns, repairs, and warranty replacement goods
Generate quotations for work orders and service contracts and administer service contracts, including preventative maintenance actions
Liaise closely with customers, regional managers, engineers, and wider internal teams
Support dispute resolution and credit processing in collaboration with Credit Control teams to ensure effective cash collection
Investigate issues, identify root causes, and work collaboratively with support teams to deliver long-term solutions
Manage customer components booking-in and booking-out processes
Ensure full compliance with complaints procedures, escalating issues where required
Contribute to continuous improvement initiatives that enhance team processes and the customer experience
Carry out general administrative duties as required
Skills, Experience & Competencies
Essential:
Strong customer focus with a collaborative mindset
Confident and professional communicator – clear, concise, and proactive
Ability to work efficiently in a fast-paced, pressurised environment
Intermediate Microsoft Office skills
Strong work ethic and attention to detail
Desirable:
Experience using Salesforce
Knowledge of SAP S/4 (or similar ERP systems)
What’s on Offer
Competitive salary
Annual bonus
Standard company benefits
Hybrid working model following completion of training
Career development opportunities within the company and department
Interview Process
Stage 1: Teams interview
Stage 2: On-site interview in Cambourne
If you are passionate about customer service and looking to develop your career within a supportive and collaborative environment, we would love to hear from you.
Apply now to find out more.
Your ZEISS Recruiting Team:
Abigail Hannaby, Charlotte Marriage, Farzana Rahman, Kate Benyon, Natarlee Lawrence, Suya Rolph