Customer Service Agent
£26,000 - £28,000
Malvern
Role Overview
You will be working for a specialist IT service provider, with strong social and environmental values. Helping large businesses to manage mobile devices, mobile connectivity and support for their end-users.
You will be key in delivering outstanding customer service to major brands, while also developing and maintaining strong relationships. You will gain understanding of their telecom requirements and ensure the needs are met.
Key Responsibilities
Providing proactive and customer focused support, through a ticketing system and by phone
Liaising directly with suppliers and service providers to help resolve escalated issues
Proactively monitoring tickets and taking agreed actions to support customers
Ensure customers and their users are kept up to date on the progress of orders
Helping the business to drive continuous improvements in service delivery
Developing and maintaining strong relationships with our customers
Maintaining accurate records, updating service tickets and systems
Monitoring and ensuring delivery of contracted KPIs and SLAs
What You’ll Need
Minimum of 3 years’ experience in a customer service / Helpdesk role, with proven track record of delivering high-quality services to customers.
Excellent problem-solving skills.
Passion for providing exceptional levels of customer service in every interaction.
Strong written and verbal communication skills and meticulous attention to detail
Outstanding communication skills, with the ability to build strong relationships with customers, team members, and third-party providers.
Ability to multi-task, supporting customers with a wide range of support queries.
Driving Licence (preferred)
What We Offer
25 Days Paid Holiday per Annum (plus Bank Holidays)
Comprehensive Healthcare and Medical Benefits Plan (after 1 year employment)
Hybrid working
Casual dress
Company events
Flexitime
Free parking
Discretionary Annual Bonus linked to key performance metrics for team
On-site parking