Customer Service

Customer Support Advisor

Permanent

  • Salary: £18,000
  • Location: Deeside
  • Contract: Permanent

This is a fantastic opportunity for a Customer Support Advisor to join this successful and expanding company who are going through a period of sustained growth. The Customer Support Advisor will be ensuring that the high standards set by the business are maintained and exceeded. Working as part of a fast-paced and motivated Technical Customer Support team, you will be key to ensuring that the company delivers on service promises at all times, supporting the Technical Customer Support Manager in helping to deliver continuous improvements to the benefit of the customers, suppliers and the business.
To apply for the Customer Support Advisor, it is essential that you have previous phone-based customer service skills, gained within a professional office environment, along with good IT skills including MS Word, Excel and Outlook. The ability to deal with several tasks at one time is key, making sure that work is prioritised effectively to achieve business goals. The Customer Support Advisor will be expected to answer high volumes of calls during busy periods.
Key Responsibilities: 
•         To  handle customer queries/issues in a professional and timely manner, covering all products and services
•         Determining quick-fixes to resolve issues immediately
•         Liaising with appropriate networks and suppliers
•         Making sure cases are updated accordingly using CRM activities and tracking so full audit trail is visible
•         Ensuring customers are kept up to date on their queries at all times
•         Undertaking customer satisfaction surveys annually to identify customer’s experience of service
•         To deal with customer queries/issues in a professional and timely manner (adhering to SLA targets), covering all products and services where training has been delivered.
•         To ensure that clients are kept up to date with case progress
•         Taking part in the Customer Support ‘Out of Hours’ cover rotation (Saturday morning only)
•         Ensure all KPIs are achieved as directed. Ensuring customers are kept up to date on their queries at all times
Essential Skills:
·         Proven customer service experience gained within a professional office environment, ideally with a technical focus
·         Genuine passion to assist customers with problems, providing strong commercial solutions
·         Able to work under pressure to achieve goals and deadlines, whilst maintaining the highest possible level of customer service
·         Good all-round IT skills, including MS Word, Excel, Outlook and inhouse databases
·         Communication and active listening skills
·         Time management
·         Able to deal with difficult people and situations to gain a positive outcome
·         Meticulous attention to detail
Keywords: Customer service, customer support, contact centre, technical customer service
Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies
 
We are acting on behalf of the client as an Employment Agency in relation to this vacancy
 
We are an equal opportunities agency and welcome applicants from all backgrounds

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