Customer Service Agent / Helpdesk Agent

Customer Service Agent / Helpdesk Agent

Salary

£32,000-£34,000 depending on experience

Hours

• 9-hour day on a rotational shift pattern between 7am 7pm, 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