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Customer Support Specialist

2 months ago

Redhill, Surrey, United Kingdom Omega Resources Full time
Customer Support Advisor

Omega Resources is seeking a highly skilled and customer-focused Customer Support Advisor to join our team. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met and exceeded.

Key Responsibilities:

  • Respond to customer inquiries in a timely and efficient manner, ensuring customer expectations are met and SLAs are adhered to.
  • Log and maintain accurate records of customer interactions, ensuring clarity for other team members and escalating issues as necessary.
  • Provide first and second-line support for GCSC activity, ensuring seamless handover of tasks and continuity between shifts.
  • Assist with monthly customer surveys to ensure NSSL Global service levels are met.
  • Manage inbound calls as required by the Shift Supervisor.
  • Develop and implement systems to deliver front-line support for customer handling and customer care programs.
  • Proactively monitor GCSC associated infrastructure, investigate alarms, and resolve service issues.
  • Manage cases through to resolution, escalating to internal and external resolver groups as necessary.

Qualifications & Requirements:

  • Customer-facing experience.
  • Computer literacy.
  • Confident and clear telephone manner.
  • Possess a keen commercial awareness with ability to work on own initiative and unsupervised.
  • Ability and willingness to continuously learn and support new systems and services.

Desirable:

  • Inmarsat and/or VSAT operational, service, or technical experience.

What We Can Offer:

  • Annual Bonus.
  • Private Healthcare.
  • Competitive Salary.
  • Company Pension.
  • Company Sick Pay.
  • Free on-site parking.
  • 25 days holiday per year, plus Bank Holidays.
  • Hybrid working opportunities.