Key Account Representative
3 weeks ago
Location: Milton Keynes (Hybrid)
Full-time – 6-month FTC
Getronics is a global ICT integrator with a long history that extends over 135 years, across various locations in the UK, Europe, Asia Pacific and Latin America. Our vision is to reimagine the digital future one customer at a time.
We are seeking a skilled Key Account Representative to join our team.
What we offer:
- 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
- Hybrid working between Milton Keynes and home
- Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
- Employee Referral Scheme
- Flexible benefits package that aims to offer something for everyone
- GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics
- 24/7 advice and support across a wealth of topics with free access to our Employee Assistance Programme
- To give back to the community and in support of our global ESG programme, you'll be given 1-day paid leave to participate in local volunteering projects
- Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
- Private medical cover from day 1
- Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme
What to expect:
The Key Account Representative is accountable for ensuring that all calls are managed within the Customer Incident Centre for their appropriate accounts. Each KAR will be allocated accounts and their primary task will be to ensure that SLA is met for all calls, and that the customer and account teams are notified as per the defined processes.
- Responsible for customer support calls that requires timely solutions to semi-technical problems, often of a critical nature to the customer
- Work in a team environment with other Customer Incident Centre staff, third party suppliers or the customer
- Opportunity to work with other colleagues and teams: Remote Technical Specialist (RTS), Incident Planner (IP) or Team Leader (TL) to assist in communicating technical or problem resolution status or information to the customer in the customer's primary language.
- Manage the Incident from receipt to resolution, provides effective follow-up keeping the customer informed of the solution, assuring proper resources are applied, and escalating when appropriate
- Identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organisational improvements
- Document, verify and make appropriate corrections to the incident record and customer profile
- Write, amend and/or create documents as appropriate to your role
- Undertake value for money reviews of existing contracts and arrangements
What we expect from you:
- Ability to identify customer problems in a clear and concise manner and identify relevant issues and answer questions and concerns
- Maintain level of patience to ensure resolution of issues and ensure customer satisfaction
- Professionalism by continually maintaining a positive attitude and communication style even in critical or stressful customer situations
- Identify and isolate problems relevant to the KAR area
- Knowledge and trouble shooting skills for assigned products and technologies
- Strong analytical ability
- Knowledge and trouble shooting skills for assigned products and technologies
- Adapt to situations as the needs arise
What to do next:
As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career's webpage.
We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.
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