Customer Service Agent/Helpdesk Agent
My client are a leading global Systems Integrator who specialise in Audio Visual and Video Conferencing Solutions and currently have an active requirement for a Customer Service Agent/Helpdesk Agent to join their ever-growing team.
Key Responsibilities
- Single point of contact to meet the 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.
- Central point of contact between international customers and 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.
Person specification
- Accurate recording of calls and customer/contract requirements
- Effective action and follow-up of required activities
- A meticulous attention to detail
- Administration and organizational skills
- Commercial awareness
- Excellent customer relations and interpersonal skills
- Ability to take responsibility.
- Desirable skills 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
If you are interested in working for a company that offer career progression, training and personal growth - then apply now!