In this role you will support the Customer Support teams, you will deal with a number back-office tasks, data entry and any follow up administration support required to deliver required service levels. Whilst most of your duties are supporting internal teams, you must be confident in inbound and outbound communication with customers.
Main Duties
Triage customer enquiries, creating a ticket or case reference and assigning to the appropriate team via email or phone to ensure efficient customer journey
Monitor Ticket & Case SLAs for non-conformances, escalating failures to line manager in order to provide a resolution
Maintain and distribute daily, weekly, and monthly report requirements to relevant stakeholders to keep them informed on progress
Provide updates to customers and end users on delayed engineer attendance, orders or out of stock items in order to maintain a positive customer experience
Monitor Order reporting, assisting with escalations and closing or escalating aged orders
Ensure all case or ticket related records and documents are kept updated utilising the required systems
Maintain Technical Services file structure including Holiday and Office Rotas to ensure data integrity
Issue copies of invoices and assisting with credit note creation
Place Orders and raise Return Order requests on behalf of Technical Services teams to help maintain service levels.
Update daily reports and maintain SharePoint folders to ensure data integrity is maintained.
Skills and Knowledge
Excellent communication skills both verbal and written, utilising all mediums to communicate effectively.
Ability to multitask, prioritising workload and focusing on accuracy of data
Capability to work well under pressure
Proficient in the use of Microsoft Office 365, namely SharePoint & Excel
Reception or Administration NVQ or similar is desirable
Positive can-do attitude
Curious and always looking for ways to improve
Able to take ownership of tasks
Customer focused and driven to exceed excellence
Salary and Other Details
£24K
8.30am - 5.00pm (early finished Friday)
Hybrid Working
25 days holiday
Pension
Employee assistance programme
On site parking
Excellent working environment
Collaborative and supportive team