Customer Service Representative

Fixed-term contract; Full-time

Customer Service Representative

Salary: €26,000–€27,000 per annum (depending on experience)

Your Company

Survitec is a global leader in Survival Technology, trusted to protect lives for over 168 years. Operating in more than 2,000 ports across 96 countries, we are the world’s largest manufacturer and supplier of liferafts, Marine Evacuation Systems (MES) and offshore rental PPE.

Location

Genoa, Italy

Employment Type

Fixed-term contract; Full-time

Job Title

Customer Service Representative

Salary: €26,000–€27,000 per annum (depending on experience)

About New Role

Are you a customer-focused professional with experience in Customer Service, order management or sales support? Do you enjoy building strong relationships, solving problems and making sure customers receive a reliable and responsive service?

We are looking for a Customer Service Representative to join our team in Genoa, supporting customers across the Italian marine market while working closely with colleagues across our international network. As part of our Customer Service team, you will be an important point of contact for our customers throughout their journey with Survitec - from initial enquiry and quotation through to order processing, delivery and after-sales support.

In this role you will manage incoming customer enquiries, prepare quotations, process and follow up on orders, and work closely with Sales, Service and Operations to ensure customers receive accurate information and timely support. You will also identify opportunities to support additional customer requirements while developing strong, long-term relationships. This is a varied, customer-facing role suited to someone who is organised, commercially aware and comfortable communicating with customers in Italian and English. Experience within the marine industry is welcome, but what matters most is your ability to understand customer needs, take ownership and deliver excellent service.

Key Responsibilities And Accountabilities

• Providing advanced product and service information and responding to complex customer questions.
• Recording and processing quotes and orders, including custom and special orders that may require additional resources for delivery and coordinating with those teams as required.
• Making calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acting as a first point of contact for resolving customer queries / complaints.
• Responding to and resolving complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required.
• Scheduling follow-up actions and enters relevant information into the customer relationship management system after each customer contact to create a call plan and ensure that Survitec has quality data to enable effective customer retention and business development activities.
• Interviewing (or assist in interviewing) the customer, following a complex multi-level sales script or conversation points, to clarify the customer's requirements. Makes full, appropriate and accurate notes, ensuring the customer records management system is updated in a timely manner.
• Providing exceptional service to customers to encourage continued use of Survitec’s products and services.
• Developing knowledge and understanding of Survitec policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.

About You – Skills & Qualifications

• Fluent Italian and English, with confidence communicating with customers and colleagues in both languages.
• Previous experience in Customer Service, Sales Support, Order Management or a similar customer-facing role.
• Experience coordinating customer orders, service activities or operational requirements from enquiry through to completion.
• A strong customer focus, with the ability to build positive and lasting relationships.
• Good problem-solving skills and the confidence to take ownership of customer queries through to resolution.
• Strong organisational skills, with the ability to manage multiple priorities and remain calm in a fast-paced environment.
• A proactive and commercially aware approach, with the ability to recognise and respond to additional customer needs.
• Experience within the marine, maritime, technical service or industrial sector would be an advantage, but is not essential.

Why You Should Work for Us

• Extra day off to celebrate your birthday.
• Company Anniversary Holiday Benefit.
• Comprehensive Health Insurance.
• Ticket Restaurant Card.
• Training and professional development opportunities.
• Employee Assistance Programme.
• Reward and Recognition scheme.

This is not just another job - it's a career with purpose.

Survitec is an equal opportunities employer. Our diverse global workforce protects lives, every single day. We are committed to cultivating an inclusive culture where our people feel valued, appreciated, and free to be who they are at work. Because, to provide service and excellence to our customers we must mirror their diversity. But more importantly because it is the right thing to do.

At Survitec, we want you to have the best possible interview experience with us and we are also committed to creating an inclusive environment. We are happy to make any necessary accommodations to ensure you can showcase your skills to the best of your ability, should you require any reasonable adjustments, please don't hesitate to let us know.