Customer Service Representative
1 month ago
Contract Type: Permanent full time.
Omega Resource Group has an exciting opportunity for a Customer Support Advisor position. Our client is a leading provider of satellite communications and IT management solutions, with a strong focus on customer service and innovation.
Key Responsibilities:
- Log and maintain customer interactions in Freshdesk and Cruise IP databases, ensuring clarity and effective issue escalation.
- Provide first- and second-line support for GCSC activities, ensuring seamless handovers and continuity between shifts.
- Assist with monthly customer surveys to ensure NSSL Global service levels are met.
- Manage inbound calls and assist with case development, making recommendations for improvements.
- Proactively monitor GCSC infrastructure, investigate alarms, and resolve service issues.
- Manage cases through to resolution, escalating to internal and external resolver groups as needed.
Qualifications & Requirements:
- Customer-facing experience.
- Computer literacy.
- Confident and clear telephone manner.
- Keen commercial awareness and ability to work independently.
- Willingness to continuously learn and support new systems and services.
- Inmarsat and/or VSAT operational, service, or technical experience.
- Knowledge of customer IT networks and systems.
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 eligibility after probation period.
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