Job Description
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* Provide outstanding customer service to both external and internal customers by offering first-level technical assistance using the online knowledge bases, aiming for first-time resolution to minimize the need for engineering support.
* Escalate unresolved incidents to the appropriate resolver group within the required contractual timescales to ensure the company meets service level agreements.
* Ensure chargeable services have appropriate agreements from requestors to achieve billing and revenue targets.
* Offer general customer service, referring queries to other departments such as Credit Control, to deliver the highest level of customer satisfaction.
* Promote company initiatives, e.g., e-service, to enhance customer satisfaction and company performance.
* Support the Consumable Order team as needed—validate orders, process them, and handle customer queries related to orders, considering organizational costs and contractual requirements.
* Maintain database integrity by verifying customer information and performing file maintenance.
* Adhere to company policies and procedures to ensure governance.
Ideal Candidate Attributes
* Effective written communication skills for internal and external interactions.
* Knowledge of relevant systems and procedures.
* Commercial awareness of the company's customer base.
* Connectivity knowledge.
* Act as an escalation point to the technical resolver group.
What We Offer
We seek individuals with unique energy, passions, and ideas. Your contributions will be valued, and opportunities will be provided to help shape the future.
In return, we offer:
* Role-specific working conditions.
* An excellent package including a solid basic salary, strong bonus, and company benefits such as:
* Generous holiday entitlement, two days of special leave per year for volunteering, holiday purchase schemes, flexible retirement plans, and support for physical, emotional, and financial health (including Employee Assistance Programme, life cover, medical protection, gym, travel, and retail discounts).
* Company car or car allowance (role-specific), cycle-to-work scheme.
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