Customer Service Agent

Customer Service Agent/Helpdesk Agent to be a key part of my clients Egham team, taking full responsibility for maintaining high levels of customer service and support for dedicated key accounts.

Due to the nature of the Support Services business many of theses areas are subject to SLA's, key performance indicators and balanced scorecard assessments. Developing and sustaining excellent customer relations whilst ensuring the commercial impact of accounts are upheld, are the primary objective of the role.

This is an exciting opportunity for an exceptional, experienced Customer Service Agent/Helpdesk Agent to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities for Customer Service Agent

Single point of contact to meet the 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.

Person specification

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