Customer Service Representative

6 days ago

Leicestershire, United Kingdom Purple Rocket Full time
About the Role

Purple Rocket Recruitment is working with an IT specialist in Leicester who is looking for an experienced customer service professional. The company offers a fantastic work-life balance with 2 days working in the office and 3 days working from home.

Key Responsibilities
  • First Point of Contact: Effectively manage large amounts of incoming calls and be the primary point of contact for users.
  • Issue Resolution: Provide appropriate solutions and alternatives to issues within the Service Level Agreement (SLA) time limits and follow up accordingly to ensure resolution.
  • Record Keeping: Ensure all customer interactions are recorded on the Helpdesk System.
  • Quality Service: Ensure that the service provided to the end users of the systems is of the quality expected.
  • Workload Management: Prioritize own workload, multi-task, and manage own time effectively.
  • Escalation Process: Understand the priority levels for incoming calls and ensure that the escalation process is followed accordingly.
  • User Needs: Fully understand the needs of the end users and come up with solutions to their needs.
  • Expectation Management: Manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues with the Customer Service Supervisor.
  • Relationship Building: Build strong relationships with users and clients through proactive communication.
  • Problem-Solving: Use own initiative to pick up and take ownership of incoming calls and emails, and in looking for solutions to problems/queries and in engaging users with the systems.
  • Knowledge Base: Ensure the knowledge base is populated with all issues encountered and resolved.
  • Upselling: Identify opportunities for up-selling of products.
  • Team Representation: Represent, promote, and maintain a positive attitude and image for the Helpdesk team.
  • Adaptability: Be able to work in an ever-changing, fast-paced environment, and adapt to this quickly and efficiently.
  • Product Knowledge: Ensure product knowledge is always up to date, and to ask for additional support if/when needed.
  • Additional Duties: Carry out any other duties appropriate to the role.
Working Hours and Benefits

The working hours are Monday to Friday 9-5.30pm. The company offers great training and career progression. They offer a relaxed working environment with an element of team building and socializing after a hard day's work.

Company benefits include:

  • 25 days holiday plus bank holidays
  • Private Medical Healthcare
  • Company Pension
  • Perkbox Discount

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