Customer Service Agent

£18000 - £25000/annum
18 Oct 2016
17 Nov 2016
Contract Type
Job reference: ZEB403
Job Title: Customer Service Agent
Start Date: October
Location: Surrey
Working Hours: 40 hours a week
Salary: £18K - £25K

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 SLA’s, 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.

Job Specification
• Single point of contact to meet communication needs of key customers.
• Management and ownership of cases throughout their lifecycle and 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 customers and our client’s suppliers.
• Booking of engineering resource / Logistics / Travel / Critical Spares etc.
• Raising of accurate escalations in a timely manner.
• Booking of preventative maintenance visits.
• Weekly Touch-point meeting, reports and chairing of conference calls.
• Responsible for keeping case reporting and billing systems up to date.
• Raising supplier purchase orders.
• Invoicing management.
• Excellent customer relations and interpersonal skills.
• Production of quotations.

Key skills:
• Accurate recording of calls and customer/contract requirements
• Effective action and follow-up of required activities
• A meticulous attention to detail
• Administration and organisational skills
• Commercial awareness
• Excellent customer relations and interpersonal skills
• Ability to take responsibility
• Ability to multi task and meet SLA based deadlines
• Ability to work on own initiatives, whilst part of a larger service delivery team
• A dedicated and flexible approach to the role

Additional requirements / Advantages:
• Experience of incident based ticketing systems
• Experience of CRM systems, (ideally Microsoft Dynamics)
• Experience of SAP
• Experience of working in an AV / VC technology arena
• Previous Customer Service experience