Technical Customer Service Assistant
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|Job Type||Permanent Full Time|
|Area||West Yorkshire, England|
|Sector||Engineer - Helpdesk|
|Salary||£18000 - £20000 Per Annum £18k-£20k pa doe, plus pension and ben|
- The Opportunity
This is an exciting opportunity for a Customer Service Assistant who has good technical knowledge and is passionate about delivering excellent customer service -to join a growing company at the forefront of technology.
Our client is a successful Audio Visual company selling AV solutions to Education and Corporate customers across the UK.
You will be required to proactively support and deliver the needs of the customers and the business taking a collaborative approach to driving improvements through the business. In order for individuals to maximize their potential and their positive impact to the business, coaching and support will be provided directly from the Service Delivery Manager.
The role includes responsibility and ownership of the business processes, ensuring the highest levels of performance, productivity and customer service levels are maintained. This requires excellent interpersonal skills. Responding to and resolving customer enquiries is a key element of this role, and you must own the issues and ensure that resolution is agreed with the customer with minimal delay.
A good technical understanding of IT and AV would be useful in order to help customers technical issues over the phone and escalate when necessary.
You will be required to strive to, not only meet, but exceed KPIs designed to measure your impact and that of the team engaged in the Customer experience. KPIs may be both individual and team based, requiring high levels of team work and collaboration to ensure achievement.
You will work seamlessly with the management teams and all other departments to continually improve the customer service levels of the business and ensure that customers requirements are fulfilled and expectations met or exceeded.
This is a varied role, reporting to and supported by the Service Delivery Manager. You will be expected to engage in a wide variety of projects to assist in the building of teams focused on providing excellent customer service.
This is NOT a call centre role and is based in fabulous offices near Yeadon Airport, salary is circa 18k-20k doe, plus benefits.
Your skills and experience
The successful candidate will have:
▪Experience as working as part of a team
▪An excellent telephone manner
▪Be able to demonstrate exceptional levels of customer service and influence others to emulate this quality
▪Effective communication skills (both written and verbal), covering all media and to a wide audience base
▪Ability to build and sustain relationships and continually evaluate the changing needs of the business and its customers
▪Meticulous attention to detail.
▪Proficient in Microsoft packages (Outlook, Excel, Word) and CRM systems (Salesforce or similar).
▪Excellent organisational skills.
▪Flexible approach to responsibilities.
▪Use own initiative - problem solving and working to deadlines are key requirements of this role
▪Ability to understand and apply SLAs/contracts in relation to meeting customer needs
▪Dealing effectively with complaints and technical issues before the need for escalation to the Service Delivery Manager.
Desirable attributes would include any of the following:
▪Knowledge of SAGE.
▪Good geographical knowledge of the UK to ensure effective planning for installation engineers and/or service engineers.
▪Previous scheduling experience.
▪Knowledge of products and AV industry/market.
You will ideally be creative, pro-active and flexible, as well as a quick learner. This is a real career opportunity for the right candidate as the team and company grow.
Our client is a successful Audio Visual and Technology company who have grown organically and by acquisition. They are passionate about delivering the BEST experience to all of their customers every time. They are a lively team who love to work and deliver.
AV Jobs are the UKs No. 1 specialist Audio Visual recruiter and work with clients and candidates to ensure a perfect job fit every time.