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Customer Service Representative

2 months ago

Egham, Surrey, United Kingdom proAV Limited Full time
About The Role

proAV Limited is seeking an experienced Customer Service Agent/Helpdesk Agent to join our Egham team. As a key member of our support services team, you will be responsible for maintaining high levels of customer service and support for dedicated key accounts.

The ideal candidate will have a strong background in customer service, with experience in managing and owning cases throughout their lifecycle. You will be responsible for ensuring cases are restored for service within SLA, and will be the central point of contact between international customers and proAV suppliers.

Key Responsibilities
  • Single point of contact to meet the communication needs of key international customers.
  • Management and ownership of cases throughout their lifecycle and through to completion.
  • Case diagnosis and first line qualification of issues before call out.
  • Ensure cases are restored for service within SLA.
  • Central point of contact between international customers and proAV suppliers.
  • Booking of engineering resource / Logistics / Travel / Critical spares etc.
  • Raising of accurate escalations in a timely manner.
  • Booking of preventative maintenance visits.
  • Engagement with other proAV departments.
Person Specification
  • Accurate recording of calls and customer/contract requirements
  • Effective action and follow-up of required activities
  • A meticulous attention to detail
  • Administration and organizational skills
  • Commercial awareness
  • Excellent customer relations and interpersonal skills
  • Ability to take responsibility.
Desirable Skills
  • Experience of incident-based ticketing systems
  • Experience of CRM systems, (ideally Microsoft Dynamics)
  • Experience of SAP
  • Experience of working in an AV / VC technology arena
  • Previous Customer Service experience
  • Weekly touch-point meeting, reports and chairing of conference calls.