Customer Experience Quality Advisor

1 month ago

Newport, United Kingdom Vantage Data Centers Full time

About Vantage Data Centers
Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.

Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Please note that this position is located in Celtic Way, Coedkernew, Duffryn, Newport and it's hybrid.

Vantage is looking for a resourceful, detail orientated, self-motivated Customer Experience Administrator to work as part of a team assisting the Enterprise Technical Account Manager with the timely response and resolution to any customer requests. The daily responsibilities include acting as first point of contact for customer queries via phone and customer ticketing system, establishing and maintaining relationships with all internal Vantage teams to collect requirements and data to produce reports, maintaining corporate document libraries, ensure quality of all data reported, contribute to process improvements through partnerships with internal and external teams, project support, customer support (portal onboarding, access requests, performance reporting, coordinating products and services). Prioritize and handle service requests through to resolution, escalating where appropriate
Day to day coordination of products and services
Process requests from internal and external customers efficiently with accurate data entry
Supporting Vantage’s internal and external clients through delivery of exceptional customer service
Collating monthly service report packs for customers
Manage stock control of site supplies and stationery inventory
Support other team members through collaborative training on company processes and procedures
Ensure that Company Service Level Agreements (SLA’s) are met, in relation to the Customer Experience department
General administration and maintenance of department records and documentation

Proven experience of working in a customer service environment and dealing with customers, required
Proficiency in Microsoft Office, Outlook, Word, Excel and company ticketing systems
Travel is expected to be less than 5%, occasionally for training purposes
We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. Vantage Data Centers is an Equal Opportunity Employer
Vantage Data Centers does not accept unsolicited resumes from search firm agencies. such resumes will be deemed the sole property of Vantage Data Centers.

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