Ref: ZEB893925

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

Desirable Skills:

- 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.

Please also view our other live roles on our website. You can also follow us on social media (Facebook, LinkedIn & Twitter) for regular live updates.

We look forward to your application for the role of CUSTOMER SERVICE/HELP DESK AGENT.



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Job Details


Ref: ZEB893925

Category: Audio Visual & Technology

Location: Surrey

Contract: Perm

Salary: DOE


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