Customer Service Agent

01 Feb 2018
18 Feb 2018
Contract Type
Full Time
Main Purpose of role:

The role is responsible for maintaining high levels of customer service and support for dedicated key accounts. proAV is dedicated to supporting all of its employees and so relevant training shall be provided as part of the induction process.

Responsibilities will include:

• 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 proAV suppliers.
• Booking of engineering resource / Logistics / Travel / Critical Spares etc.
• Engagement with other proAV departments.
• Raising of accurate escalations in a timely manner.
• Booking of preventative maintenance visits.
• Weekly Touch-point meeting, reports and chairing of conference calls.
• Responsible for keeping case reporting and billing systems up to date.
• Raising supplier purchase orders.
• Invoicing management.
• Excellent customer relations and interpersonal skills.
• Production of quotations.

Key skills:

• 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
• Ability to multi task and meet SLA based deadlines
• Ability to work on own initiatives, whilst part of a larger service delivery team
• A dedicated and flexible approach to the role

Additional requirements / Advantages:

• Experience of incident-based ticketing systems
• Experience of CRM systems, (ideally Microsoft Dynamics)

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