Job Description : The Company
My client is a highly successful technology business with a multi-award winning approach to customer service and delivery.
First line response to customer service enquiries by telephone, email, web and fax.
Raising all incidents and order requests with suppliers following agreed processes.
Answer telephone and email queries in a professional polite and courteous manner.
Deal with customer queries effectively, and always ensure that agreed lines of communication are adhered to. Ensuring that Key contacts are kept updated at regular agreed intervals.
Display a thorough work ethic to ensure that all queries are dealt with to the customer’s satisfaction.
Ensure all work pools are managed following the most current process. Communicate with management at agreed updates. Pro-
actively manage CRM tickets.
Ensuring you are kept up to date on all suppliers portals, identifying any issues that are present or may arise, effectively communicating with all suppliers.
Effective liaison between customers and team members to ensure co-ordination of engineering force is maintained at maximum levels of efficiency and dealing with all internal queries thoroughly.
Order any hardware / software required adhoc and ensure that kit ordered is delivered in time for installation dates.
Thorough administration with spot checks to ensure filing scanning and any other administration works are very accurate with no errors.
Ability to understand the point of view of other departments and put own point of view clearly.
Good at keeping other departments in the picture and flagging up potential problems
Required Experience & Skills
A strong background in phone-based customer service (2 years+)
Ability to communicate verbally and in writing in a professional manner.
IT Microsoft office proficient. Exposure to databases preferred.