About The Role
Role Overview
proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.
Our immediate requirement is for an experienced Customer Service Agent/Helpdesk Agent to be a key part of our Egham team, taking full responsibility for maintaining high levels of customer service and support for dedicated key accounts.
Due to the nature of the Support Services business many of theses areas are subject to SLA’s, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are the primary objective of the role.
This is an exciting opportunity for an exceptional, experienced Customer Service Agent/Helpdesk Agent to join an established operation with scope to drive and enhance the service at every opportunity.
Experience and seniority of the position will be reflected by the remuneration and benefits package.
Key Responsibilities
1. Single point of contact to meet the communication needs of key international customers.
2. Management and ownership of cases throughout their lifecycle and through to completion.
3. Case diagnosis and first line qualification of issues before call out.
4. Ensure cases are restored for service within SLA.
5. Central point of contact between international customers and proAV suppliers.
6. Booking of engineering resource / Logistics / Travel / Critical spares etc.
7. Raising of accurate escalations in a timely manner.
8. Booking of preventative maintenance visits.
9. Engagement with other proAV departments.
Person specification
10. Accurate recording of calls and customer/contract requirements
11. Effective action and follow-up of required activities
12. A meticulous attention to detail
13. Administration and organizational skills
14. Commercial awareness
15. Excellent customer relations and interpersonal skills
16. Ability to take responsibility.
Desirable skills
17. Experience of incident-based ticketing systems
18. Experience of CRM systems, (ideally Microsoft Dynamics)
19. Experience of SAP
20. Experience of working in an AV / VC technology arena
21. Previous Customer Service experience
22. Weekly touch-point meeting, reports and chairing of conference calls.
Hours of work
hours per week, hours a day on a rotational shift basis between am-pm, including an hour unpaid break, Monday-Friday.