Customer Service Administrator

3 weeks ago


Oxford, United Kingdom Chris Lewis Fire & Security And Smart Home Full time

We're looking to build a customer service team to be the very best in the industry in what we do, and we want the very best people to be a part of it.
* First port of call for all Customer enquiries by phone/email/HubSpot - response time same day for all issues unless otherwise escalated.
* HubSpot ticket allocation within main customer service pipeline to relevant team member within 2 hours receipt alongside CS KPI.
* Support planned scheduling and bookings for Maintenances in line with KPIs and in accordance with NSI requirements supporting Business Support Maintenance Lead * Assist team with technical calls and corrective bookings when appropriate - within 48 hours; escalate 2+ visits to Technical Manager and assist with corrective follow up actions and manage appropriate bookings diary alongside customer support team * Processing of cancellations and ensuring sites closed down on CASH * Assist with daily follow-ups and close down of engineering team * Appropriate team cover for holiday and sickness General Customer Services: * Monitoring and key holding amendments * Back up for call closing and invoicing * Tech/corrective logging * Telephone answering as required * Assist with allocation of unassigned tickets and daily HubSpot management * Updating CASH database * Systems on test procedure



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