Before Hilti I worked in B2B phone sales for a Learning and Development company based in the city centre of Manchester, primarily selling to small/medium technical IT businesses. As sales wasn’t for me but I enjoyed communicating with customers over the phone, customer service seemed like a natural fit and luckily for me Hilti were hiring!
What's a typical day in customer services?
A typical day in customer service starts with a trip to the coffee machine, for me it is important to be fully on the ball when I start my shift as you never know what the first call will be.
Inbound calls take up most our working day: on average I will receive around 35-50 calls, depending on how busy we are. The types of people we speak to range from builders (of course), managing directors, engineers, office staff (accounts, buyers, etc) and field-based Hilti account managers.
Other responsibilities include responding to customer emails - queries can range from orders and quotations to booking on repairs and even technical advice. Although there is a clear structure to our working day the variety of requests and tasks mean that every day is unique.
Which leads me nicely onto what my favourite part of the job is, which is that not one day is the same. With customer service at Hilti, every time I walk into work I can never fully guarantee what type of day I’m going to have, which certainly keeps me on my toes!
Another great part of the job is that I am constantly learning. Having no prior experience/knowledge of the construction industry I have had to learn, from scratch, things like diamond coring, chemical resin anchors and heavy duty breakers.
Thankfully, before you’re put on the phones, you receive five weeks of classroom training on all of our products to give you a base knowledge.