Customer Support Agent

This job will provide you with an opportunity to further your career alongside some of the best and most passionate technology experts from around the world in a leading company within the test, measurement and data analytics industry. You will be a strong contributor collaborating closely with colleagues from various business functions. At HBK, we live up to our three values: Be True, Own It and Aim High. We believe in absolute integrity – it's how we win for stakeholders, the environment and each other. We believe in teamwork and keeping our promises – to ourselves and others. Finally, we believe in being bold and positive. This is how we perform at our best and achieve greater success. The position We are currently looking for a Customer Support Agent - Sales reporting to the Customer Care Manager for Central Europe. This position is based in Porto, Portugal , and requires fluency in both German and English You will be part of a dynamic team that is connected to a larger global organization. You'll interact with customers from various industries and regions, collaborate across borders, and work closely with our factories—primarily in Denmark and Germany. At HBK, we aim to empower the InnovatorsWhether you are a colleague or client, our job is to make your achievements more attainable, innovative and sustainable. To support our clients in being the best they can be, we rely on a team of first-class Customer Care heroes who serve as their go-to contacts whenever support is needed. Whether it's assistance with quotes and orders or handling ad hoc inquiries, the Customer Care team is often the first point of contact—and the face of HBK. By qualifying, registering, and assigning queries to the most relevant internal departments, our Customer Care professionals play a key role in ensuring our clients feel supported. Thanks to their organizational skills and customer focus, our clients trust that once they've reached out to us, they're in good hands. To further strengthen our Customer Care team in Europe, we have consolidated the team into three regions: Northern Europe, Southern Europe, and Central Europe. Primary responsibilities As a Customer Support Agent, you will handle customer phone calls, emails, and requests for RFQ'S, orders, repairs and recalibrations in alignment with HBK's strategy.  With support from your manager, your daily responsibilities will include: Handling daily customer calls, chat and web shop Processing external and internal emails Providing after-sales support and registering customer complaints Providing fast and efficient resolution of high volume of first line of customer queries or complaints, resolving or triaging as appropriate and obtaining NPS feedback Being the first line of contact to the enquiring customer, providing a positive and constructive experience and follow from resolution through the correct channels or e-commerce solution Managing complaints with empathy and understanding, identifying the appropriate source of resolution, ensuring follow up and complaint closed to the customer's satisfaction.  Ensuring data records are completed effectively to allow analysis and follow up in the process of Continuous Improvement Resolving issues where possible and following the escalation procedure where necessary, maintaining sensitivity to the need to hand over the customer Professional qualifications You need to have a successful experience in Customer Support and/or Customer service and/or Sales team. You feel comfortable with customers from various technical environments, you are efficient, autonomous, and resilient. You have a good business acumen, and you are well organised. You should have proven experience in Customer Support, Customer Service, or working within a Sales team.You are confident interacting with customers from various technical backgrounds, and you demonstrate efficiency, autonomy, and resilience. You possess strong business acumen and are well-organized. Personal skills Strong collaborative teamwork skills with multicultural awareness; able to work effectively in an international environment Experience in Sales and/or Customer Service with high customer orientation Commercial understanding, problem solving Excellent verbal and written communication skills Driven by customer satisfaction and attention to details Target- and detail-oriented, self-motivated, and adaptable Proficient in Microsoft Office (Excel, Word, Outlook); SalesForce CRM experienceas well as SAP S4 HANA sales & logistics Fluent in German and English; additional languages are a plus Excellent organizational skills and attention to detail Quick learner with strong retention skills Ability to multitask in a fast-paced, high-demand environment Application deadline Please submit your application and CV using the direct application link.Note: Interviews will be conducted on an ongoing basis. We offer This role offers an exciting opportunity to advance your career alongside some of the most passionate technology experts in the world, within a leading company in the test, measurement, and data analytics industry. You will be a key contributor, collaborating closely with colleagues across various business functions. At HBK, we live by our three core values: Be True, Own It, and Aim High .We believe in absolute integrity—it's how we win for our stakeholders, the environment, and each other.We believe in teamwork and keeping our promises—to ourselves and others.And we believe in being bold and positive—this is how we perform at our best and achieve greater success. One company – HBK Hottinger Brüel & Kjær (HBK ) is a global leader in sensors, data acquisition, and analytics. We also offer services and collaboration across R&D, production, and operational applications. Until July 2020, HBK operated under the names Hottinger Baldwin Messtechnik GmbH (HBM) and Brüel & Kjær Sound & Vibration Measurement A/S. HBK is a subsidiary of Spectris plc and employs around 3,500 people worldwide. Our product ecosystem spans sensors, electronics, software , and collaborative solutions. Our customers include end users focused on analytics and results in virtual testing, physical testing, and monitoring, as well as OEMs and system integrators who incorporate our products into their own solutions. We have engineering and production facilities in Germany, Denmark, the UK, Portugal, the USA, and China, and we are represented in over 80 countries. We are proud to be among the top three global suppliers in our market segments, thanks to our high-quality products and the dedication of our employees.