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Customer Service Desk Analyst

1 month ago

southampton, United Kingdom EA First Full time

Do you have customs and customer service experience?


We're recruiting for a Customer Service Desk Analyst to join a busy customer service team based in Southampton. This team provides a single point of contact for customers 24 hours a day, seven days a week, by responding to their inquiries and providing first-line support and repairs to expedite the quick settlement of all customer incidents and requests.


This role works a weekly shift pattern and being on-call 1 week in 5.


Duties include:

  • Provide 1st and 2nd line Support.
  • Perform 1st line diagnosis.
  • Liaison internally and externally to ensure the customers freight is kept moving at both ports and airports.
  • Perform new customer installations, upgrades and configuration changes.
  • Accurate escalation of incidents requiring 2/3rd line support.
  • Provide excellence in Customer Service through professional and consistent support.
  • Handle customer complaints.
  • Maintain customer configuration and service provision records and history.


Customer Service experience in ideally transport, logistics or a similar sector would be ideal.


*Customs experience is essential along with knowledge of maritime and airfreight imports and exports*

You'll need to demonstrate excellent communication skills as well as strong customer service experience.


Location:

Southampton (Hybrid working 1-2 days per week in the office after probation)


Hours:

Weekly shift rotation either 7am-3pm, 9am-5pm and 11am-7pm plus on-call element which is currently 1 week out of 5.


Salary:

£Competitive + shift allowance


EA First Ltd are acting as an Employment Agency for this permanent vacancy.