Customer Service Administrator

4 weeks ago


Birmingham, United Kingdom Right Digital Solutions Full time

**THE ROLE**

**KEY RESPONSIBILITIES**
- 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 ensure all customer enquiries are dealt with in an efficient and professional manner
- To undertake general Customer Services administrative duties
- To offer 1st line support to customers wherever possible, in order to offer quick, remote resolutions
- Champions RDS’s processes to establish consumer confidence
- Annual leave coverage/support

**Customer Service 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 CBS to achieve success in line with customer expectations
- To recognise on-going issues, utilising CBS history information and escalating to ensure customer expectations are met
- Provide 1st line support where possible in order to offer quick remote resolutions

**Customer enquiry and complaints**
- 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 CBS

**Customer Services Consumable Orders**
- To act as a point of contact for customer consumable queries
- Investigate consumable complaints, escalating all complaints to the Customer Services Manager
- Log Customer manual consumable orders in line with Completes’ processes
- Escalate to relevant persons upon identification of Customer toner issues

**Essential skills**

**Job Experience**
- Previous experience in a customer facing environment

**Technical Skills**
- High degree of computer literacy and particularly an excellent knowledge of Microsoft Office
- An ability to learn quickly and become fully conversant, within a very short period of time, with the service management module of the CBS system.
- **Desirable technical skill**_
- Experience of service management systems is an advantage

**Key Attributes**
- The ability to influence others and to build rapport, trust and credibility with a wide range of people at all levels
- Verbal and written fluency in English
- Strong interpersonal skills and the ability to maintain a good rapport with established contacts
- Confident and pleasant telephone manner

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

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Birmingham, B24 9PD: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- GCSE or equivalent (preferred)



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