Service Desk Advisor

Customer Service Agent - Egham - £25,000 to £30,000

A number of opportunities have arisen with a leading UK based technology integration business.

The role is responsible for maintaining high levels of customer service and support for dedicated key accounts.

Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are primary objectives of the role.

Main Job Responsibilities / Job Specification:

Responsibilities will include:

• Single point of contact to meet communication needs of key International 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.
• Booking of engineering resource / Logistics / Travel / Critical Spares etc.
• Engagement with other departments.
• 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
• 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

Additional requirements / Advantages:

• Experience of incident based ticketing systems
• Experience of CRM systems, (ideally Microsoft Dynamics)
• Previous Customer Service experience

Please note this the role operates on a shift pattern to be worked between 7am-7pm with a 9 hour working day.