Customer Support Administrator
7 months ago
**Job Purpose.**
Our Customer Support Team are part of the first line of our business-to-business service that puts the customer at the heart of everything we do here at Agilitas. You will be liaising with internal departments, including inventory/logistics to deliver a world class experience to our very diverse customer base. You will work as the primary interface between Agilitas and our customers with the aim of delivering the highest levels of customer service to meet our contractual service level agreements as well as commercial and satisfaction targets.
**Main Duties & Responsibilities.**
- To manage the end-to-end customer support experience within agreed SLAs and KPIs
- To follow standard documented processes and procedures as required
- To record all customer interaction within company systems
- To use the relevant IT tools as provided and required
- Take ownership of operational customer issues through to full resolution within agreed customer service level agreements and KPIs.
- Adhere to agreed levels within the escalation process, seeing through to satisfactory completion as required
- Demonstrate a strong and clear understanding of contractual obligations for each customer.
- Build strong working relationships with contractual customers and internal/external stakeholders.
- Complete essential administrative tasks associated with the role within the agreed timescales.
- This list is not exhaustive, and you may be required to undertake any other duties at reasonably required.
**Technical Specification**
- Proven and demonstrable customer services experiences in a business to business or commercial setting
- Excellent interpersonal and communication skills (written and verbal)
- Adept at working to tight deadlines.
- Proficient in Microsoft packages (particularly Word and Excel)
**Person Specification**
- Self-motivated, positive, and proactive attitude and a great team player
- Excellent accuracy and high attention to detail
- Excellent planning and administrative skills with the ability to work under pressure
- Ability to multitask across multiple platforms and systems
- Ability to use initiative and problem solve.
- Has passion and ability to grow product awareness.
**Hours of work**:
The Customer Support Team, work from Monday to Friday on a rolling shift pattern, so some public holiday working will be required.
This is an office-based role, and the shift patterns are 8am-4:30pm, 9am-5:30pm and 10am-6:30pm. A 6am-2pm shift is only offered after completion of probation and successful completion of security clearances.
Hybrid working, 3 days from the office and 2 days working from home is only offered after completion of probation and successful completion of security clearances.
**Job Types**: Full-time, Permanent
**Benefits**:
- Bereavement leave
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Sick pay
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- No weekends
Ability to Commute:
- Nottingham (required)
Work Location: In person
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