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Customer Service Advisor

2 months ago

Leicester, United Kingdom Purple Rocket Recruitment Full time
Purple Rocket Recruitment is working with an IT specialist in Leicester who is looking for an experienced customer service assistant. The company offers a fantastic work life balance with 2 days working in the office and 3 days working from home. This role would be perfect for someone who has previous customer service experience and has a keen interest in IT and wants to get a role within 1st Line Support. The responsibilities as a Customer Service Advisor are as follows;
  • To effectively manage large amounts of incoming calls and be the first point of contact for the users.
  • To provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.
  • To ensure all customer interactions are recorded on the Helpdesk System.
  • To ensure that the service provided to the end users of the systems is of the quality expected.
  • To prioritise own workload, multi-task and manage own time effectively.
  • To understand the priority levels for incoming calls and ensure that the escalation process is followed accordingly.
  • To fully understand the needs of the end users and come up with solutions to their needs.
  • To manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues with the Customer Service Supervisor.
  • To build strong relationships with users and clients through proactive communication.
  • To use own initiative to pick up and take ownership of incoming calls and emails, and in looking for solutions to problems/queries and in engaging users with the systems.
  • To use the internal system as the first point of call for troubleshooting customer queries/issues.
  • To ensure the knowledge base is populated with all issues encountered and resolved.
  • To identify opportunities for up sell of products.
  • To represent, promote and maintain a positive attitude and image for the Helpdesk team.
  • To be able to work in an ever changing, fast paced environment, and adapt to this quickly and efficiently.
  • To ensure product knowledge is always up to date, and to ask for additional support if/when needed
  • Carry out any other duties appropriate to the role.
The working hours are Monday to Friday 9-5.30pm. The company offers great training and career progression. They offer a relaxed working environment with an element of team building and socialising after a hard days work.

Company Benefits; 25 days holiday plus bank holidays
Private Medical Healthare
Company Pension
Perkbox Discount