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Customer Support Administrator
Job Description
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
* 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
* 8.30am - 5.00pm (early finished Friday)
* Hybrid Working
* 25 days holiday
* Pension
* Employee assistance programme
* Excellent working environment
* Collaborative and supportive team
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