Customer Service Representative

2 months ago

Northampton, Northamptonshire, United Kingdom Ricoh Full time
About the Role

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

Key Responsibilities
  • Customer Service: Provide outstanding customer service to both external and internal customers, offering first-level technical assistance and resolving issues in a timely and efficient manner.
  • Incident Escalation: Escalate unresolved incidents to the appropriate resolver group within contractual timescales, ensuring the company meets service level agreements.
  • Chargeable Services: Ensure chargeable services have the necessary agreements in place, ensuring billing and revenue targets are achieved.
  • Customer Queries: Provide general customer service, referring queries to other departments as needed, and dealing with customer inquiries to offer the highest level of customer service.
  • Company Initiatives: Promote company initiatives, such as e-service, to enhance customer satisfaction and company performance.
  • Consumable Order Support: Support the Consumable Order team as needed, validating order requirements, processing orders, and handling customer queries while considering organizational costs and contractual requirements.
  • Database Integrity: Maintain database integrity by verifying customer information and ensuring file maintenance.
  • Company Policies: Adhere to company policies and procedures, ensuring governance and compliance.
Requirements
  • Excellent Communication Skills: Possess excellent telephone manner, customer handling skills, written communication skills, and problem-solving skills.
  • Knowledge and Skills: Have knowledge of relevant systems and procedures, negotiation skills, commercial awareness of the company's customer base, and connectivity knowledge.
  • Technical Skills: Possess good PC skills and the ability to act as a point of escalation to technical resolver groups.
What We Offer
  • Competitive Package: An excellent package with a solid basic salary, strong bonus, and company benefits, including a competitive holiday entitlement, two days special leave per annum for volunteering, and additional holiday purchase scheme.
  • Opportunities for Growth: The opportunity to join a global company and grow your career in a dynamic and supportive environment.

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