As a leading Technical Recruitment Consultancy Zebrec are delighted to offer this role as CUSTOMER SERVICE/HELP DESK AGENT working for our client who is a reputable & leading provider of professional services to their industry of Audio Visual Systems Integration.
Role & Responsibilities of the CUSTOMER SERVICE/HELP DESK AGENT:
24 x 5 x 365 shift cover
- The role is responsible for maintaining high levels of customer service and support for dedicated key accounts.
- Single point of contact to meet communication needs of key International customers.
- Management and ownership of cases throughout their lifecycle and through to completion.
- Case diagnosis and first line qualification of issues before call out.
- Ensure cases are restored for service within SLA.
- Central point of contact between International customers and suppliers.
- Booking of engineering resource / Logistics / Travel / Critical Spares etc.
- Raising of accurate escalations in a timely manner.
- Booking of preventative maintenance visits.
- Engagement with other departments.
- Weekly Touch-point meeting, reports and chairing of conference calls.
- Accurate recording of calls and customer/contract requirements
- Effective action and follow-up of required activities
- A meticulous attention to detail
- Administration and organisational skills
- Commercial awareness
- Excellent customer relations and interpersonal skills
- Ability to take responsibility
- Experience of incident based ticketing systems
- Experience of CRM systems, (ideally Microsoft Dynamics)
- Experience of SAP
- Experience of working in an AV / VC technology arena
- Previous Customer Service experience
If you would be interested in applying for the role of CUSTOMER SERVICE/HELP DESK AGENT then please send us a copy of your CV or contact us at Zebrec and chat online.
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We look forward to your application for the role of CUSTOMER SERVICE/HELP DESK AGENT.