Customer Service Representative

2 days ago

Leicestershire, United Kingdom Purple Rocket Full time
Customer Service Advisor Job Description

Purple Rocket Recruitment is working with an IT specialist in Leicester who is looking for an experienced customer service assistant. This role would be perfect for someone who has previous customer service experience and has a keen interest in IT and wants to get a role within 1st Line Support.

Key Responsibilities:
  • Manage Incoming Calls: Effectively manage large amounts of incoming calls and be the first point of contact for the users.
  • Provide Solutions: Provide appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.
  • Record Customer Interactions: Ensure all customer interactions are recorded on the Helpdesk System.
  • Ensure Quality Service: Ensure that the service provided to the end users of the systems is of the quality expected.
  • Prioritize Workload: Prioritize own workload, multi-task and manage own time effectively.
  • Understand User Needs: Fully understand the needs of the end users and come up with solutions to their needs.
  • Manage Expectations: Manage the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues with the Customer Service Supervisor.
  • Build Relationships: Build strong relationships with users and clients through proactive communication.
  • Use Initiative: Use own initiative to pick up and take ownership of incoming calls and emails, and in looking for solutions to problems/queries and in engaging users with the systems.
  • Populate Knowledge Base: Ensure the knowledge base is populated with all issues encountered and resolved.
  • Upsell Opportunities: Identify opportunities for up sell of products.
  • Represent the Team: Represent, promote and maintain a positive attitude and image for the Helpdesk team.
  • Adapt to Change: Be able to work in an ever changing, fast paced environment, and adapt to this quickly and efficiently.
  • Stay Up-to-Date: Ensure product knowledge is always up to date, and to ask for additional support if/when needed.

The working hours are Monday to Friday 9-5.30pm. The company offers great training and career progression. They offer a relaxed working environment with an element of team building and socialising after a hard days work.

Company Benefits:
  • 25 Days Holiday: 25 days holiday plus bank holidays
  • Private Medical Healthcare: Private Medical Healthare
  • Company Pension: Company Pension Perkbox Discount

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