Customer Service Advisor

1 month ago

Wakefield, United Kingdom Nasstar Full time

**WE’RE RECRUITING**

As one of the UK’s fastest growing MSPs, we’re on the lookout for a **Customer Service Advisor**

**Location**:Wakefield (Hybrid)

**Salary**:Competitive Base + Benefits

**Job Type**:Permanent, Full-time

Are you ready for that next step in your career?

We have a great opportunity to join a dedicated team at our Wakefield office. You will be working with other successful Customer Service Advisors in a key part of the business.

Focusing on customer interaction for Service Management for our customers, you will be pivotal in delivering high quality service with a 'right first time' approach, covering all customer queries with the drive to resolve all issues or requests.

Customer queries will range from billing enquiries and requests for service credits, through to progress on incidents, or provisioning enquiries.

We are looking for a self-motivated individual who enjoys tackling problems and customer engagement, with proven experience in a customer-focused role.

In return we will give you the tools to succeed and the autonomy to manage your own workload.

As this role will engage with customers from SME to Enterprise level, you will primarily be based at our Wakefield office on a hybrid basis.

**Responsibilities**:

- Customer Enquiries: Respond to customers in line with Nasstar’s documented procedures and established practices, in line with the company values
- Service Credits: After review of customer query and where requested and appropriate initiate requests for manual credits in line with contractual terms
- Customer Escalations: Where unable to deal directly with the customer’s enquiry maintain ownership of the interaction but engage with appropriate internal teams to seek a resolution to the enquiry
- Audit and Compliance: Maintain an accurate record of customer interaction in appropriate systems
- Reporting and administration: Assist the team manager as required from time to time in production of reports and internal team administration

**What we are looking for**:

- Previous experience of dealing with Customers of all levels in a direct customer facing role
- Demonstrable administration skills
- Previous exposure to Cloud and / or Communication technology sectors
- Operated in a fast-changing environment
- Strong issue / problem resolution skills
- Flexible, adaptable, and able to manage personal workload
- Able to demonstrate collaboration with internal and external stakeholders
- Good verbal and written communication skills
- Takes ownership for tasks and driving resolution
- Computer literate and able to interrogate systems such as ServiceNow, NMC and core Microsoft Office skills

**What you can expect from us**:
At Nasstar, we know the importance of looking after our employees - after all, it’s the team that underpins our business

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

- 25 days’ holiday (excluding bank holidays)
- Flexible working - it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working
- Virtual working - we practice what we preach and empower our people to work remotely
- Top tech - Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too
- 4x annual salary life assurance
- Health cash plan
- Retail discounts and other perks from major brands

**Reasons to choose a career with Nasstar**:
We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

**A note for agencies**:

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