Customer Service Assistant

7 months ago


Manchester, United Kingdom IP Exchange Limited Full time

As Customer Service Assistant you will be the first point of call for everyone contacting IP Exchange Ltd. You must be able to communicate well with people and be able to operate in a busy office environment.
- Create a positive first impression and experience for all who contact our organisation. Greeting callers in a pleasant manner and provide clear and accurate information over the phone; directing individuals to the correct person and take clear written messages.
- Build strong relationships with our customers, and suppliers always.
- Be the first point of contact for inbound enquiries from our customer base, carry out first line checks, and escalating tickets and calls to the relevant service team members; this will include but is not limited to mobile, hosted, connectivity & IT enquiries.
- Update customers according to IPEX SLAs by phone and our ticketing system - Freshdesk.
- Liaising with Suppliers as and when required to assist in resolving customer issues, carrying out relevant testing as per their recommendations.
- Monitor and review tickets and ensuring they are closed appropriately and only once a resolution has been completed.
- Escalate service issues as required, maintaining point of contact with the customer where possible, for continuity.
- Assist the team to carry out relevant testing on any changes that have been implemented to ensure the systems and services are working as expected.
- Requesting support from other members of the service team in busy periods.
- Liaising with Account Managers with customer requests.
- Manage our mobile connectivity process. Including: data management, alerts/bars, SIM card stock and forwarding relevant details to the Accounts team (full training will be provided)
- Provide basic system training to our customer base as and when required (full training will be provided).
- Assist with the completion of customers feedback forms.
- Collating reports for the management team
- To collect and present weekly service statistics.
- Creating and sending out agreements and order forms
- To input and maintain customer records.
- Assists with all general administrative tasks.
- Prepares outgoing post - organising deliveries and collections.

**Salary**: £18,000.00-£22,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: Hybrid remote in Manchester

Reference ID: IPEX-CS



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