Posted: 16 June
The role
Customer Service Representative (Level 1)
Location: Knutsford, Cheshire (Office Based)
Hours: 40 hours per week on a rotating shift pattern
Howard James Recruitment are recruiting for a Customer Service Representative to join a growing technology business providing services to large enterprise customers across multiple sectors.
This is an excellent opportunity for an experienced customer service professional who enjoys problem-solving, working in a fast-paced environment, and delivering exceptional service to clients. You will act as a key point of contact for customers, helping to ensure the smooth operation of a cloud-based platform while supporting incident resolution, service requests and ongoing service improvements.
Benefits
* 28 days holiday including bank holidays
* Ongoing training and development
* Career progression opportunities
* Exposure to enterprise-level technology environments
Key Responsibilities
* Act as the first point of contact for customer enquiries and support requests
* Provide a high level of customer service and regular client updates
* Monitor platform performance using system monitoring tools
* Identify, log and resolve incidents in a timely manner
* Escalate complex issues to specialist teams where required
* Process and manage customer service requests in line with agreed service levels
* Investigate recurring issues and assist with root cause analysis
* Maintain accurate records and contribute to internal knowledge bases
* Liaise with internal departments to ensure customer requirements are met
* Build positive relationships with customers and stakeholders
* Support continuous improvement initiatives across service delivery
* Work collaboratively with colleagues to achieve team objectives
Skills & Experience
* Previous experience within a customer service, service desk, helpdesk or support environment
* Excellent verbal and written communication skills
* Strong problem-solving and troubleshooting abilities
* Proactive approach with strong attention to detail
* Ability to prioritise workload and work independently
* Comfortable working in a fast-paced operational environment
* Strong team player with a collaborative attitude
* Experience within a SaaS, technology or IT services environment would be advantageous
* Knowledge of incident management and problem management processes is desirable
* Exposure to Microsoft Azure or cloud-based platforms would be beneficial
Additional Information
* Occasional out-of-hours support may be required for critical incidents
* Full training will be provided
* Applicants must be able to work the rotating shift pattern detailed above
If you are passionate about customer service and enjoy working within a technology-driven environment, we would love to hear from you
