About The Role
Role Overview
proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships worldwide.
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 these areas are subject to SLA’s, key performance indicators, and balanced scorecard assessments. Developing and sustaining excellent customer relations while ensuring the commercial impact of accounts is upheld, are the primary objectives 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. Serve as the single point of contact to meet the communication needs of key international customers.
2. Manage and own cases throughout their lifecycle and through to completion.
3. Diagnose cases and perform first-line qualification of issues before call out.
4. Ensure cases are restored for service within SLA.
5. Act as the central point of contact between international customers and proAV suppliers.
6. Book engineering resources, logistics, travel, and critical spares.
7. Raise accurate escalations in a timely manner.
8. Book preventative maintenance visits.
9. Engage with other proAV departments.
Person Specification
1. Accurate recording of calls and customer/contract requirements.
2. Effective action and follow-up of required activities.
3. Meticulous attention to detail.
4. Strong administration and organizational skills.
5. Commercial awareness.
6. Excellent customer relations and interpersonal skills.
7. Ability to take responsibility.
Desirable Skills
1. Experience with incident-based ticketing systems.
2. Experience with CRM systems, ideally Microsoft Dynamics.
3. Experience with SAP.
4. Experience working in an AV/VC technology environment.
5. Previous customer service experience.
6. Experience conducting weekly touch-point meetings, preparing reports, and chairing conference calls.
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