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Customer Service Administrator
1 month ago
Customer Service Administrator
Working as part of a team based in our clients office delivering a first class, professional customer service.
To support the Customer Services team by taking and logging calls via telephone and email in an efficient and effective way. You will be scheduling the diaries of the field engineers to ensure customer queries are dealt with as efficiently and as quickly as possible.
KEY RESPONSIBILITIES
* Acting as initial point of contact via phone and email
* Handling calls and transferring to the correct department
* To ensure all customer support calls are logged accurately, promoting the company by displaying a courteous and professional approach at all times
* To support the team and undertake general Customer Services administrative duties where required
* To ensure all customer enquiries are dealt with in an efficient and professional manner
* To offer 1st line support to customers wherever possible, in order to offer quick, remote resolutions
* Champions the company processes to establish consumer confidence.
Incident Support Logging
* Accurately log customer support calls, ensuring details provided by the customer are reflected in the support call
* Where applicable escalate priority calls, using customer knowledge and system information to achieve success in line with customer expectations
* To recognise on-going issues, utilising device history information and escalating to ensure customer expectations are met
Customer enquiry and complaints
* First port of call for customer enquiries received into the department
* Ensuring customer queries are resolved at first point of contact when possible
* Escalate customer service complaints, providing the customer with updates and a point of contact where appropriate
* Utilise customer updates/information to ensure accurate information is supplied within system
Desirable Skills/Experience
* Previous experience in an admin/scheduling type role.
* High degree of computer literacy and ideally an excellent knowledge of Microsoft Outlook
* An ability to learn quickly and become fully conversant, within a very short period of time, with the service management module of the company CRM system
KEYWORDS - CUSTOMER SERVICE, ADMIN, ADMINISTRATION
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