Please correct the red fields in the f Customer Service Agent/1st Line Support, Manchester
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Customer Service Agent/1st Line Support Business

2 years ago Jobs Manchester   173 views


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Location: Manchester
Price: £23,000

Our client is a technology company that is a market leader in the field of vehicle technology and telematics. Due to rapid growth, we are looking for strong customer service representatives to perform a pivotal role in maintaining their high level of customer satisfaction. The Customer Service position is essential for the company to function effectively in a highly efficient way, ensuring best practice techniques at every stage of the process. The role would suit an individual who is a good listener, has an analytical mind and is comfortable communicating by telephone.

To provide support to customers in relation to security equipment i.e. Tracking devices; GPS systems etc

It is essential for candidates to have knowledge in relation to security/telecommunications devices as the role is not taking enquiries and passing on to a Technician, you will be the acting Technician for every enquiry you receive.

Main Functions and Responsibilities

§ Plan and prioritise service call activities, with a focus on responding to the customer needs swiftly and with an ethos of “getting it right first time”.

§ Communicating internally and externally, professionally. Constantly looking for means to raise the bar when it comes to customer satisfaction.

§ Able to probe, identify and diagnose customer issues

§ Regularly work with Sales, Technical, Production and Finance to best respond to customer needs. Manage, organise, and update relevant diaries and documentation.

§ Proactively strive to perform the tasks below in a highly accurate and proficient manner, ensuring customer service is at the forefront of your considerations:

1. Troubleshooting customer software issues

2. Booking service call with customers

3. Sending confirmation emails for each booking

4. Managing engineers’ diaries

5. Set up and commission new SIM connections for telematics and video solutions

6. Customer software training via Webinar

7. Raising Purchase Orders

8. Taking / Processing Sales Enquiries

9. Order Acknowledgements

10. Printing Delivery Notes

11. Providing POD's

12. Focus on customer needs and satisfaction, continuously building on and enhancing relationships with customers to become the preferred supplier.

13. Engage with other team members to ensure they are aware of the status of all issues outstanding with customers.

General Attributes

§ Ability to pay attention to detail and quality.

§ Is technically minded

§ Has experience of working with sims, GPRS etc (desirable)

§ Time management.

§ An analytical thinker

§ Initiative, flexibility, and a willingness to learn.

§ Ability to demonstrate good attention to detail, good judgement showing logical decision making

§ Hands-on individual that is happy to 'roll up their sleeves’ and resolve any problems or issues that may arise within the department

§ Good communication and interpersonal skills

§ Team player who is confident and a self-starter, with the ability to operate in a dynamic environment

§ Proven ability to work under pressure and to tight deadlines

§ Problem solving ability, a pro-active approach and “can do” attitude

§ A strong desire to effect continuous improvements to systems and processes

§ Good planning and organisational skills

Should the above position(s) be of interest or should you require additional details please do not hesitate to Email me

Additional Details

Contract Permanent
Full/Part time Full-time