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Client Service Representative
2 months ago
Yorktel is seeking a dedicated Customer Support Specialist to enhance our team.
The primary focus of the Customer Support Specialist is to deliver exceptional service and assistance to our external clients. This role is integral to a specialized account team that provides remote support by generating customer incident tickets, diagnosing issues, troubleshooting problems, and complying with both internal and external service level agreements (SLAs). Responsibilities include managing catalogue orders, collaborating with project management for scheduling surveys and installations, and maintaining records of rooms and equipment, along with reporting and service delivery tasks as necessary. This position is client-facing and operates within a secure environment, ensuring the protection of all internal and external sensitive information, policies, and procedures.
Key Responsibilities:
- Generate reports as required by current customer agreements and to support recommendations for improvements.
- Manage documentation for customer quotes, service records, and reporting.
- Complete monthly reporting on the first working day of each month.
- Conduct quality checks and manage documentation of standard operational procedures.
- Support the management of spare parts inventory and arrange for replacements as needed.
- Maintain the integrity of customer data across all platforms and databases, ensuring accuracy in room profiles, updating serial numbers for swapped equipment, and keeping customer asset lists current.
- Assist the Sales team with maintenance renewals.
- Collaborate with internal and external teams to facilitate the shipment of necessary hardware.
- Request room accounts and escalate issues to third-party suppliers when necessary.
- Assign phone numbers to meeting rooms.
- Process and monitor the progress of catalogue orders.
- Conduct proactive customer satisfaction surveys and report findings.
- Schedule and conduct customer training webinars.
- Create and update user guides for customers.
- Revise the customer ESC Catalogue offerings.
- Maintain records for Security Clearance and Export Control.
- Assist in planning, drafting, implementing, and communicating Continuous Service Improvement plans.
- Strive to enhance Customer Service Management processes and methodologies.
- Coordinate Preventative Maintenance visits.
- Facilitate Change Control both internally and externally.
- Work with Finance to ensure accurate invoicing and address any invoicing queries with customers.
- Pursue research and training opportunities to better support clients and provide technical feedback.
Mandatory Job Requirements:
- This position requires SC level security clearance, which will be sponsored by our client.
- Must be a UK National or actively applying for UK citizenship.
- Availability to cover various shift patterns between 7 am and 7 pm, Monday to Friday (excluding UK Bank Holidays).
Preferred Technical Job Requirements:
- Familiarity with Video Conferencing standards.
- Microsoft 365 Fundamentals certification – MS900.
- ITIL v4 Foundation certification.
Preferred Experience:
- Experience with IFS / Vision.
- Knowledge of ServiceNow or similar ITSM platforms.
- Experience with video hardware manufacturers.
- Proficiency in Microsoft Teams.
- Familiarity with Microsoft O365.
Join us to enjoy a competitive salary and benefits package, including pension and private health care.
We adhere to all laws and regulations regarding equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities, and veterans to apply for all our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including color, nationality, ethnic or national origin), religion or belief, sex, and sexual orientation. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.
