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Customer Service Representative

2 weeks ago

Liverpool, United Kingdom Applause IT Full time

**Customer Service Representative - 1**st** line Technical Support, Hardware, and Software Construction Products.**

**£25,000 - £28,000 + Bonus + Excellent Additional Benefits.**

**Liverpool, Merseyside, Northwest - Hybrid, 3 days in the office a week, 2 days at home.**

Applause IT are looking for a Customer Service Representative to join a leading Construction Security Access and Workforce Management Systems company. You will act as the initial point of contact for the company's customers, offering primary support and overseeing support tickets handled acting as 1st line technical support. You will be responsible for delivering high levels of customer service and ensure you are prioritising client satisfaction in everything you do. This role is due to promotion of current post holder into a project management role, so is a good example of client progression plans for staff.

**The Role**:

- Delivering first-level support to customers via telephone and ticketing systems, and escalating issues to the appropriate support teams when necessary.
- Guaranteeing efficient resolution of all customer issues raised, with timely updates within agreed Service Level Agreements (SLAs), to ensure a consistently positive customer experience.
- Working alongside the Team Manager to enhance team processes and improve the overall customer experience.
- Working closely with subcontractors, internal teams, and clients to maintain transparent communication, and staying updated through regular reports on service desk performance and any changes.

We are looking for someone with a positive outlook and a dedication to providing outstanding customer service, demonstrating a focus on customer satisfaction in their approach to work.

**The successful Customer Service Representative will have**:

- Previous experience in a customer service role, coupled with a strong commitment to delivering exceptional customer service.
- Excellent written and verbal communication skills.
- A solid understanding of IT Service Management Methodology, and Service Level Agreements (SLA's).
- Proficient in Microsoft Office Suite, particularly Excel and Outlook.
- A mindset focused on growth and development, who thrives in a team environment.
- Prior experience working in either IT services, Software or Tech industry would be highly beneficial.

**What's in it for you?**
- Additional bonus scheme
- Flexible Hybrid Working
- 25 Days Annual Leave, increasing with length of service.
- Purchasing Annual Leave Scheme (up to 5 additional days)
- Vitality Health Insurance
- 5% Company Pension
- Life Assurance (4 x salary)
- Income Protection
- Cycle to Work Scheme

If this role is of interest, then please APPLY now.

**Customer Service Representative - 1**st** line Technical Support, Hardware, and Software Construction Products.**

**£25,000 - £28,000 + Bonus + Excellent Additional Benefits.**

**Liverpool, Merseyside, Northwest - Hybrid, 3 days in the office a week, 2 days at home.