Customer Services
Customer Service Agent / Helpdesk Agent
Salary £32,000-£34,000, depending on experience
Hours 9-hour day on a rotational shift pattern between 7am7pm, Monday to Friday, including one hour lunch break
Job Summary
The role is responsible for maintaining high levels of customer service and support for dedicated key accounts.
Due to the nature of the Support Services business, many of these areas are subject to SLAs, key performance indicators, and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld are primary objectives of the role.
Key Tasks
Single point of contact to meet communication needs of key international customers
Management and ownership of cases throughout their lifecycle through to completion
Case diagnosis and first-line qualification of issues before call-out
Ensure cases are restored for service within SLA
Central point of contact between international customers and suppliers
Booking of engineering resource, logistics, travel, critical spares, etc.
Raising accurate escalations in a timely manner
Booking preventative maintenance visits
General Responsibilities
Engagement with other departments
Weekly touch-point meetings, reporting, and chairing of conference calls
Other Skills
Accurate recording of calls and customer/contract requirements
Effective actioning and follow-up of required activities
Meticulous attention to detail
Strong administration and organisational skills
Commercial awareness
Excellent customer relations and interpersonal skills
Ability to take responsibility
Desirable Skills
Experience with incident-based ticketing systems
Experience with CRM systems (ideally Microsoft Dynamics)
Experience with SAP
Experience working in an AV / VC technology environment
Previous customer service experience
Salary: £32000 – £34000/annum
Job Type: Permanent
Location: Egham
To apply for this job please visit www.cv-library.co.uk.