Company Overview
ITC Service Ltd is a well-established Managed Service Provider (MSP) with a reputation for delivering exceptional IT solutions and support in the North East of England. We are committed to providing our clients with a friendly, high-quality customer service experience.
Summary
The Partner Care Advisor is responsible for monitoring the delivery of high-quality customer service to our clients, ensuring customer satisfaction and optimal effective use of our resources.
This role involves maintaining client satisfaction, contributing to an efficient partner care team and continuously improving processes to meet service standards and SLA's.
The Partner Care Advisor will work closely with all teams to ensure seamless customer service delivery and continuous improvement of processes and procedures.
Responsibilities
* Work collaboratively to dispatch service tickets in a timely manner
* Provide high quality customer service to ensure smooth flow of support tickets.
* Manage complaints effectively
* Coordinate with other departments to resolve customer issues.
* Manage and update CRM systems with customer details/updates
* Engage regularly with clients to address ongoing concerns, provide value, and build trust.
* Maintain consistent communication until issue has been handed over to Service Desk for further support.
Requirements
* Strong client-facing and communication skills, written and verbal
* Positive and energetic attitude
* Resilient and adaptable under pressure with the ability to prioritise
* Passionate about contributing to team success
* Eager to join an innovative and forward-thinking company
* Knowledge of the IT sector, best practices, and MSP operations
* Flexible and open to dynamic work environments
* Customer service-oriented with a focus on exceeding expectations
* Excellent interpersonal skills for building a strong rapport with clients and colleagues
* Work experience in a fast-paced customer service role
If you are passionate about making a difference in our customer service experience and processes, and possess the skills we seek, we invite you to apply today and join our dedicated team at ITC Service Ltd
Job Types: Full-time, Permanent
Pay: £26,000.00-£27,000.00 per year
Benefits:
* Company events
* Cycle to work scheme
* Discounted or free food
* Life insurance
* On-site parking
* Private medical insurance
Ability to commute/relocate:
* Hebburn NE31 2EX: reliably commute or plan to relocate before starting work (required)
Language:
* English (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person