Customer Service Representative

6 days ago

Nottingham, Nottingham, United Kingdom Whistl Full time
Main Responsibilities
  • Manage incoming queries from internal and external customers, resolving queries where able or liaising with third-party support teams when unable, ensuring all parties involved are updated and that the query is closed through the ticket system within Service Level Agreements.
  • Update support tickets to ensure they are logged under the correct category and subcategory, alerting sales and account management teams when tickets are changed.
  • Manage web dispatch, perform webinar demonstrations and training in the use of web dispatch to clients and internal teams, and set up additional users and email notifications via ticket requests, liaising with the account management team and customers on ensuring branding and wording are in line with requirements.
  • Manage and test change requests, ensuring all are completed correctly with the customer, log the changes via Jira and update the Cherwell ticket system.
  • Work with customers on issue resolution when faults or issues occur at customer sites using API web dispatch and manual creation across all services.
  • Discuss alternative solutions for dealing with queries or other methods of dispatching orders with customers.
  • Update and manage the Order Management System (OMS) system updates and new services in line with Whistl requirements.
  • Provide office support to the field-based implementation team on occasion.

This role requires experience in implementation support, customer support, and administration. The ideal candidate will have a strong understanding of customer service principles and be able to work effectively in a fast-paced environment.

Benefits
  • Enhanced annual leave entitlement, starting at 31 days (including public holidays), increasing up to 36 days
  • Access to our prestige benefits and rewards portal
  • Long service rewards
  • Health cash plan
  • Life Assurance Scheme
  • Career development opportunities
  • Access to a well-established Employee Assistance Programme provider

Whistl offers a comprehensive benefits package to support the well-being and career development of its employees.

Additional Information

This role is home-based for 37.5 hours a week, Monday - Friday.

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