Level 2 Customer Service Practitioner Apprenticeship - Technical Helpdesk Support
Continental is one of the leading international automotive suppliers of diagnostic and garage equipment.
ABOUT THE PROGRAMME
The role of a customer service practitioner is to deliver high quality technical products and services to our customers and organisation.
Your core responsibility will be to provide a high-quality service to customers which will be delivered from our workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction.
A mixture of on the job and virtual classroom training will provide you with the tools, support and guidance to help you work towards achieving your apprenticeship qualifications.
Upon completion of the Apprenticeship you will have achieved the Level 2 Customer Service Practitioner Apprenticeship and will acquire all the skills and knowledge and demonstrate full occupational competence.
ABOUT THE ROLE
Whilst completing your Apprenticeship you will be mainly responsible for supporting the Technical Support Helpdesk.
You will provide troubleshooting support for hardware and software issues across the
Job training will Include
Supporting all UK customers with technical and product advice in relation to the full range of garage equipment.
Provide quality of service & first-time fix, feedback any requirements to improve products or services.
Produce documentation to support customer and engineers with procedures, manuals and best practice information.
Build solid customer relationships to support increased customer satisfaction.
Help customers troubleshoot issues they encounter while using the product and provide actionable information to resolve the problem.
Assume remote control over customers computers when necessary to resolve problems.
Escalate difficult cases to quality or product management.
Full Training on Product and Services will be provided. The Apprenticeship will take 12 - 15 months to complete.
The role would suit an individual with an interest in Automotive, Software, Hardware or Technical industries.
Qualifications & Personal Attributes
Educated to GCSE level to include Maths and English
A technical qualification would be advantageous
6-12 months experience within a customer service environment would be advantageous.
A self-starter who is keen to learn
Good communication skills with the ability to be patient and tactful.
The ability to work as part of a team within a professional environment.
The ability to learn or have an interest in technical products and services
Good knowledge of IT packages to include Word & Excel.
- Customer Service
- Technical Support
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