Customer Support Representative - High Wycombe, United Kingdom - Chiltern Recruitment

Chiltern Recruitment
Chiltern Recruitment
Verified Company
High Wycombe, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Our client a locally based company in High Wycombe is looking for an experienced Customer Support Representative.

You will be responsible for providing technical support to end direct customers, authorised service providers and dealers, ensuring optimum customer satisfaction providing world class service.

Hybrid role with the flexibility of working 3-4 days in the office and 1-2 days from home


Main responsibilities to include:

  • Answer technical questions, and provide technical troubleshooting assistance regarding product /servicerelated issues
  • Ensure customer satisfaction by promptly and effectively managing cases through a dedicated CRM system
  • Strive for service excellence by meeting key performance metrics such as First Time Resolutions, Time to Service, Case Management and telephone response time
  • Coordinate part shipments, verify warranty status and create Field Service work orders
  • Identify upselling opportunities
  • Contribute to the knowledge base system by documenting and sharing problem/solution information
  • Handle escalated customer service issues with a professionalism in a timely manner
  • Respond in a timely manner to all internal and external communications
  • Learn create and manage Salesforce reporting and dashboards
  • Assist in managing open order reporting and addressing associated issues
  • Meet KPI's set by the management team

Essential Criteria:

  • Exceptional customer interaction skills
  • Ability to multi task handling multiple customer inquiries simultaneously
  • Proficient in technical isolation troubleshooting and proficient mechanical reasoning
  • Experience with Oracle and Salesforce is preferred but training will be given
  • Proven experience in a customer service or support environment is highly desirable
  • Strong communication skill both written and verbal.
  • Excellent organisation skills
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