Customer Service Officer

2 months ago

Exeter, United Kingdom Water Babies Full time

**Do you fancy being part of something special?***
We are on the lookout for a dynamic and customer-focused individual to join our team as a Customer Service Officer within our Tech team. As a vital part of our service desk, you will play a pivotal role in ensuring our customers and users receive timely and friendly assistance to keep things running 'swimmingly' for them.

So if you’ve got organisational flair, thrive in a team environment and are a brilliant communicator, then we want to hear from you.

**Responsibilities**:
Exceeding Customer Expectations:

- Develop positive relationships with users by actively listening to their needs and providing empathetic and responsive support.
- Strive to transform every interaction into a delightful experience, leaving a positive and lasting impression.
- Embrace a customer-centric mindset, consistently going above and beyond to meet and exceed expectations.
- Provide compassionate and patient first-level technical support, addressing hardware and software issues with user-friendly explanations.

Communication and Collaboration:

- Foster a collaborative learning environment by sharing insights and knowledge with team members, contributing to a culture of mutual support.
- Communicate technical information in a friendly and accessible manner, ensuring users feel comfortable and informed throughout the support process.
- Collaborate seamlessly with internal teams, identifying opportunities to enhance business operations and strengthen teamwork.
- Actively contribute to a positive and inclusive work atmosphere, recognizing the importance of effective teamwork in achieving shared goals.

Continuous Improvement:

- Approach challenges with a solutions-oriented mindset, seeking opportunities to enhance processes and elevate service delivery.
- Actively engage in ongoing training for professional growth and to bring fresh ideas and perspectives to the team.
- Share insights and experiences to contribute to a workplace that values continuous improvement and innovation.

Technical Competency:

- Navigate support incidents, problems, and changes through our ITSM system, adhering to ITIL principles and service level agreements.
- Assist in the installation and configuration of phones, computer hardware, operating systems, and software for our Head Office operation.
- Administer and optimize the organization’s Microsoft 365 environment, handling user onboarding and proficiently managing password-related tasks.
- Collaborate in testing and development activities, providing valuable feedback on systems and websites.

Additional Responsibilities:

- Stand as a friendly face of the Tech department in company-wide projects, offering guidance and delivering technical solutions.
- Foster productive relationships with 3rd party companies, logging, tracking, and resolving incidents when needed.
- Safeguard data integrity through meticulous adherence to procedures and process.
- Contribute to the efficiency of the Tech department by assisting with invoicing and recharging procedures.
- Ensure the integrity of technological assets by maintaining registers of equipment, software, domains, and users.
- Stay informed of technological advancements and trends in IT support.

**Person Specification**:
We are looking for someone who:
Effective Communication Skills:

- Demonstrates excellent verbal and written communication skills.
- Communicates effectively with diverse stakeholder groups, using appropriate business language.

Problem-Solving Enthusiast:

- Enjoys problem-solving and approaches challenges with a positive mindset.

Customer Experience Improvement:

- Dedicated to enhancing customer experiences and exceeding expectations.

Tech Enthusiast:

- Possesses a keen interest in technology and enjoys offering technology-based solutions.

Collaborative Team Player:

- Collaborates effectively within internal teams and alongside external service partners.

Self-Motivated and Organized:

- Self-motivated with the ability to prioritise tasks, meet deadlines, and manage changing priorities.
- Highly organized, capable of high levels of focus and where needed, managing multiple tasks simultaneously.

Adaptable and Thrives in Change:

- Thrives in a high-volume, rapidly changing environment.
- Adaptable to evolving circumstances and able to navigate dynamic situations.

**Experience**:

- Minimum of 1 year in a customer-facing role or environment
- Alternatively, minimum of 1 year working within an IT support team.

Desirable Criteria:

- Experience administering user accounts and hardware using Microsoft 365 services
- Diagnosing and resolving typical office hardware and software issues (PCs, laptops, etc.).
- Comfortable managing workload and issues in ITSM systems such as Jira.
- Qualifications/Certifications: CompTIA A+/ SDI Service Desk Analyst/ ITIL V4 Foundation.

**We Take Care of Our People**
Our diverse team makes us who we are and we aren't afraid to shout about it. We’ve ma

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